Join Jeff Toister for an in-depth discussion in this video Enhancing likability via email, part of Customer Service Foundations.
Many people regularly communicate with their customers via email. This communication channel poses some special challenges when it comes to building rapport and getting customers to like you. Customers can't see your body language. They can't hear the warmth in your voice and they often just skim and scan the message because they're in a hurry. It's a recipe for service failure, if we're not careful. But I'm going to show you five techniques that you can use to help write more positive emails to your customers. Lets take a 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. Your points haven't posted yet. Maybe check back in a few days? We're always available to assist you. Feel free to call us at 1-800-555-1234, or if you prefer, simply reply to this email. Best regards, Beth, Customer Service Representative. The customer probably wouldn't be too happy with this email. Beth mentions being helpful twice, but doesn't actually help, and the email could have been a little more professional.
Let's see how we can improve this email using these five techniques. Number one, use an appropriate greeting to give your message a friendlier tone. Number two. Get straight to the point in the first paragraph. Customers often read emails very quickly. So they appreciate messages that are friendly, but direct. Number three, beware of templates. Many customer service professionals use pre written email templates to speed things up. It's okay to do, but make sure your message is consistent. In the first email, the first and last paragraphs are professional and helpful while the middle paragraph looks unprofessional and unhelpful.
Number four, use correct punctuation, grammar, and spelling. The second line of the first email is written in an unprofessional manner. Number five, be helpful. We can't always give customers exactly what they want, but we can try to be helpful. Now let's look at the improved email after we've made these changes. Dear Mr. Smith, your Rewards Points should be posted to your account by next Tuesday. Don't worry, it's normal to take up to five days after your departure for your Rewards Points to post. Here are three ways you can check your Rewards Points balance.
Online www.oldtownhotel.com/mypoints. Email, firstname.lastname@example.org, phone, 1-800-555-1234. Thank you for your loyalty. 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. Best regards, Beth, customer service representative. That sounds much better. I encourage you to use these tips on your own emails. Download the email review checklist and use it to evaluate your customer emails before you send them.
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- What is outstanding customer service?
- Identifying your customer
- Creating a customer service vision
- Enhancing likability in person, over the phone, and via email
- Actively listening to customers
- Going the extra mile
- Taking ownership of problems
- Diffusing angry customers
- Using data to evaluate and improve your customer service<br><br>
- The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.