Posted by Christopher Hutchins in Customer Service
on Jun 15th, 2016 | 0 comments
Email is quick. It’s non-intrusive. It’s cost effective. That is unless a well-intentioned customer service reply backfires.
The act of communicating relies largely on nonverbal behaviors. Commonly cited studies suggest that as much of 93 percent of communication is based on our tone of voice, facial expressions, arm gestures, and our stance, among other non-verbal cues. This body language is capable of superseding the words that actually escape our mouths – or fingers at the keyboard. For information feel to call 2k sports customer service number.
When we provide customer support via email, our customers cannot benefit from any of these clues. Our written words must be interpreted literally and with no non-verbal context. The subtleties and nuances of individual words make it difficult for our customers to interpret what we “really mean” without the benefit of body language, like smiles and a supportive tone of voice.
To effectively use email to deliver stellar customer service, make sure each message incorporates these three Cs:
- Competent: Our customers expect to hear from expert
s who can solve their problems. We can satisfy this need by ensuring that our email messages document our credentials. Do this by including our professional title and indicating that it is our intention to effectively address our customers’ stated concerns.
- Concise: Reading on a computer screen frequently causes more eye strain than reading in print. We provide our customers with the best service when our email messages are brief and quickly articulate the reason for writing. While it is important to provide context, our email messages should only share the information that is needed to move our customers closer to resolution and stop when the point has been made. Readers can and will re-read clearly presented information to commit to memory. They will become frustrated if we expect them to read the same information restated in multiple ways.
- Clear: State your purpose for sending the message. Restate the question or describe the incident that prompted your message. Outline the next steps that should be taken. Remember that that the words we choose and our use of grammar will set the tone of our message, absent any visual and auditory cues. Use the save feature in the email software program. Later, re-read (and possibly ask a colleague to read) the message to ensure the message will not be misinterpreted.
Finally, we need to remember that even our best efforts are sometimes not enough. Be prepared to try again and accept responsibility, with a sincere apology for causing additional confusion.