Email is an extremely useful tool to anyone in the customer service industry as it allows quick and easy communication with customers, and allows them to respond at their leisure, rather than interrupting their day with a phone call. However, while email is such a powerful tool, it is also easy to misuse. Check out our tips for using email properly when contacting your customers:
1. Keep it simple. Do your best to avoid long-winded email messages containing superfluous information. Most customers will only read the first few lines of a message anyway, so make sure you are getting your point across succinctly. If you need to have a long discussion, then coordinating a good time for a phone call is a great option.
2. Keep communication friendly, yet professional. When you’re still getting to know a customer, make sure to keep your communication on the more formal side. As you get to know a customer, it may be acceptable to have a bit more of a casual message, however always remember they are the client. Sometimes it is easy to allow your email communication to become too informal when there is a lot of back and forth. Remember, it is rare that emoticons are ever acceptable in professional communication.
3. Avoid technical or industry jargon. Especially when you have a new customer, you may not know what their skill sets are, or their experience level. Keep the jargon to a minimum until you are comfortable with that customer.
4. Respond promptly. If a customer chooses to reach out to you via email, be sure you provide them with a response as soon as you can – especially in keeping with your company’s Service Level Agreements.
5. Ask someone to proof your message. We are all human and make mistakes; be it grammatical, spelling, or simply not communicating your point properly. If you are ever unsure, ask a co-worker or manager to proof you email before you send it. If you’re writing a customer regarding a tense situation, it may just be better to call them.
Keep these great tips in mind when using email to communicate with your customers. They will appreciate the prompt and courteous communication!