Too many business emails are written in a predictable and robotic manner. Service-focused email offers your business a way to stand out from the crowd and make a positive and lasting impression on your customers.

Email is a tricky form of communication. What you write and what the customer reads can turn out to be polar opposities. Here’s a quick example – you want to get straight to the point so you write:

“Attached you will find the XYX form. Please sign and return by Friday.”

What impression does this leave on the customer? At best, no impression at all. At worst, it comes across cold and impersonal. How do you warm it up? Try this:

“Thank you for requesting a XYZ form. I’ve attached it to this email. Please sign and return it by Friday. I look forward to serving you!”

Both versions are short and to the point, but the second version adds friendly phrases and a more personal feel.

Email is a tricky form of communication. What you write and what the customer reads can turn out to be polar opposites.

Here are ten quick email tips to help you leave a positive and lasting impression on your customers.

When using email, DO:

• Create a decision tree for common types of incoming customer email. A decision tree is a visual flow chart that shows what type of response to make for the different type of requests that come in. It takes a bit of time and forethought to create a decision tree, but once done, it will help ensure that every email has a positive impact on the customer’s relationship with your company. It also speeds up your response time and helps ensure that your company is consistent in the way it responds to common customer scenarios.
• Make sure that every email you send furthers the conversation. If the customer emails, “I’d like to meet next week,” it is unproductive to respond with, “Sure, next week is good.” Instead make your response productive by offering your customer a couple of convenient dates and times from which to select.
• Use exclamation points to create a friendlier email. For example, read the following sentences, and see if you find yourself smiling: “Thanks for your quick response!” or “I appreciate your business!”
• Respond to email as quickly as possible, even when you don’t have an answer. When a customer doesn’t hear back from you, they may think you’re ignoring or forgetting them. You may, in reality, be working hard to get answers for them, but unless you let them know something is happening, they could feel slighted by your silence. What to do? Simply email the customer and tell them, “I received your email and we are working on your request. I expect to have an answer for you by the end of the day.” An immediate response helps customers relax and know they are in good hands.
• Use a closing acknowledgement. Too many emails end with an impersonal signature line that does not include a friendly closing. Before your name add a friendly closing, such as:“Thanks,” “Appreciating you,” or “Best wishes.”

When it comes to email, there are certain things that you just don’t do. Most everyone has learned not to use all caps for emphasis. When you capitalize an entire word or sentence it is interpreted as yelling and can offend your customer.

When using email, DON’T:

• Put anything in a customer email that you wouldn’t be comfortable having the CEO of your company read.
• Send back a curt or impersonal response when a customer writes an emotionally charged email. The customer will read the email over and over again, getting angrier with each pass. Instead pick up the telephone and call with your answer. Take a thoughtful approach and defuse the tension with an empathetic and personal response. If you can’t reach them on the telephone, have someone else on your team review the email before you send it, to make sure you’re being as empathetic and helpful as possible.
• Blame, make excuses, or criticize. Instead, give yourself a time-out to decompress and ask a coworker to help give you some perspective.
• Put anything negative in an email. If you have a complicated or sensitive situation to discuss, make a phone call instead.
• Don’t react emotionally when a customer attempts to shame, blame or insult you or your company. Instead of reacting to a snide remark ask yourself, “What is it that this customer wants or needs?” Then, respond to the want or need. Again, a phone call is be the best way to address difficult situations. The tone of voice references of empathy and calm can make a huge difference to the outcome.

Some emails are easier to respond to than others. When you’re dealing with a tough one, remember what a difference you can make by taking a thoughtful approach. When customers are acting out and showing you their worst behavior, show compassion. Your caring customer service can turn even the most challenging ones into your biggest fans.

Posted by Marilyn Suttle at www.whosyourgladys.com#p#分页标题#e#

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