Misunderstandings can happen when serving customers in writing. Apply positive communication techniques to channels such as email, chat, or SMS.
- Many people regularly communicate…with their customers via email, chat,…SMS, or another text-based channel.…Written communication poses some special challenges…when it comes to building rapport…and getting customers to like you.…Customers can't see your positive body language.…They can't hear the warmth in your voice.…They often just skim and scan the message…because they're in a hurry.…It's a recipe for a service failure if we're not careful,…so I'm going to show you five techniques…that can help you write more positive emails…to your customers.…
You can also adapt many of these principles…to shorter written communication such as chat,…SMS, or even social media.…Let's look at an email sent to a customer…who had written a hotel company…to inquire about frequent guest points…that were missing from a recent stay.…"Thank you for your email.…"I hope you enjoyed your stay at the Old Town Hotel,…"where it is our goal to ensure that…"every guest has an unforgettable experience.…"I welcome this opportunity to assist you.…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.