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Much of your customer service today is done through live chat and social media, so making sure your team is properly trained in written communication best practices is paramount to success. If your staff can not only educate and serve customers, but also connect with them in a meaningful way, they have a much better chance of building a loyal following who will want to recommend you to family and friends. higher.
According to members of Young Entrepreneurs Councilif you keep these 11 tips in mind when engaging with customers in written form, your communications will be clear and informative, and you are more likely to earn customer trust and loyalty.
1. Keep your responses short and direct
Customer service professionals must contend with the urge to respond in a way that sounds like spoken language. This is because they can be long, overly polite, and have lots of sentences in a row. In a world of hashtags and witty slogans, it’s best to keep your message short and direct to avoid misunderstandings. Sentences that take longer than 20 seconds to read may be overlooked and the point lost. – Heather Francis, Improved fundraising
2. Repeat customer requests
You should always repeat the customer’s request. Adding a clear layer allows the customer to modify if necessary. If there is no fix, you can proceed with their concerns correctly understood. Conversation summaries are also helpful. Chat messages are multiple sentences in a row, so repeat that to the customer by saying something like, “To summarize your problem…”. – Mary Harcourt, Cosmoglo
3. Check messages with tools
Do not send anything without reading it to see if it could be reasonably (or frankly, unfairly) misinterpreted. Use our spell checker and editor tools to help. Writing was never a stand-alone business. It was always done in dialogue with the editor. Use tools that help you become your own editor. If the content is high-stakes, such as an email to shareholders, please send it to someone you trust. – Tyler Bray, TK trailer parts
4. Learn from past interactions
Learn from past interaction best practices. These examples of effective communication serve as a foundation for creating clear messages and setting the right atmosphere for various issues in future endeavors. We highly recommend reviewing these examples with your team. Doing so promotes collaborative learning and the development of improved communication strategies. – Alfred Attanasio, Uassist.ME
5. Send customers detailed guides and articles
Compiling detailed help articles that you can send to your customers to support more technical customer service requests can help you maintain clear communication. Guides help provide faster response (because you don’t have to enter the 10-step process each time) and give your customers something to refer to if the issue recurs. – Diana Goodwin, market box
6. Use plain language
Avoid jargon and jargon when communicating with customers. Not everyone has the depth of knowledge to understand these words. The last thing you want is to make your customers feel stupid for asking. Use plain language to explain concepts and ideas. – Samuel Timothy, OneIMS
7. Add bullets to split text
Long form comments are hard to read and easy to misunderstand. Instead, use bullet points to make it easier for customers to understand. It’s also likely to be a useful resource for other fans and followers who need succinct answers and easy-to-identify information. – Philas Kittane, amelie sleep mattress
8. Leverage the “BLUF” approach
To ensure clear and helpful written communication in customer service, you should use the “BLUF” (Bottom Line Up Front) approach. This approach presents the most important information or solution first, followed by the necessary details. This technique improves the clarity, efficiency, and readability of your text, making it easier for your customers to take action based on their responses. – Vikas Agrawal, info brand
9. Standardize processes
Creating standard operating procedures and training your team on them is essential for effective communication. Different companies have different problems and different solutions. So identify the problem, brainstorm to find the best solution, and standardize the process. This minimizes loopholes and helps ensure excellent customer service. – Stephanie Wells, terrible form
10. Make sure real people are on standby
If you’re using a chatbot, make sure it’s handled by a real human being. Chatbots can answer basic questions and address concerns quickly, but sometimes customers have specific questions and want to speak to a representative. Be sure to set regular hours for agents to respond to messages on weekends and holidays. – Duran Inch, Optimum 7
11. Then send a transcript of the conversation
One way to communicate effectively with your customers is to send a transcript of your conversations to your customer’s email address. Many consumers may feel that the person in charge was not clear if they do not fully remember the conversation. Automatic logging of interactions eliminates confusion and helps customers find value in advice. – John Turner, Seed Prod LLC