Customer service is not about face-to-face communication anymore — we've gone digital.
The term "customer service" usually describes individuals who are in a support role in their company, but I'm here to tell you otherwise. Unless you don't communicate with anyone during your day-to-day work life, then you're in a customer service role.
While email was once considered too impersonal to deliver quality service that a consumer will remember, that's no longer the case. As email has become the fastest-growing customer service channel, we rely more on the medium for meetings, communication and problem-solving.
"Email picks up the pace of communications between co-workers and customers: it arrives almost instantly, compared to the slower pace of traditional mail or even special delivery services such as overnight and same-day couriers," Inc. stated in a report.
Even though you're not face-to-face with the recipient of your emails, you still want to leave a lasting impression. Emails say a lot about you as a person, so ask yourself whether you want to come off as caring and knowledgeable or intimidating and automated.
Therefore, it's necessary to ensure you're communicating properly through each and every one of your emails.
A personal touch: Even though we choose email because it's quick, it still deserves a satisfying and personal response. Each email has a unique question or statement, which also deserves a unique response. Try not to sound robotic and attempt to put some emotion within it.
Good morning, Julie!
I hope you had a wonderful weekend!
Be short and sweet: When responding to an email, be clear and concise on what you want to say. Long-winded emails will not get read — trust me, I know from experience. Would the response you're sending satisfy you if you were on the opposite end? Take that extra moment to give the recipient the satisfaction they deserve.
Good morning, Julie!
I hope you had a wonderful weekend! I just wanted to inform you that your newsletter is in the process of being delivered, but may be delayed due to some internal server issues.
Offer further help: The plethora of information available to your recipient can be daunting and confusing, so be sure to always offer more assistance if the recipient should have any further questions. In fact, single yourself out, so they know they will get all the necessary information from you. Not only will it show care and compassion from your end, but it will also show you're knowledgeable in the situation and can assist the recipient in any way possible.
Good morning, Julie!
I hope you had a wonderful weekend! I just wanted to inform you that your newsletter is in the process of being delivered, but may be delayed due to some internal server issues. If you should have any further questions about the delivery, please do not hesitate to reach out to me directly.
Now that you've gotten the compassion down, there are a few other etiquette rules to live by when using email:
1. Respond in a timely manner. Don't tuck the email away when you receive it. The faster you respond, the better — it will be much appreciated. If you can't get to it right away, make sure to let the recipient know. That way, it won't seem like you're ignoring the email.
2. Make sure to use spell check to ensure you're using proper spelling, punctuation and grammar.
3. Save the emoticons and abbreviations for texting. Not everyone wants to know that you're ROFLing in your office.
4. Know your audience. Even if you're emailing a friend, try not to be too casual. You never know when an email will be forwarded to someone you don't know on a friendly basis, and you don't want to come off as unprofessional.
5. Use an "out of office" reply when necessary. If you're away on vacation, make sure to have automatic replies so your recipients know who to contact if they should have any issues in your absence.
6. Review your email. We all have quick fingers when it comes to emails, but make sure to not get into the groove and hit send without reviewing your email first. That way, you'll know all necessary information is within the body of the email, and you won't have to send a duplicate email with more information.
As you can see, there's a lot that goes into the customer service world of emails, but it's necessary. Too many emails skimp out on customer service, which is an integral part of any company. Be the one to offer impeccable service and also gain lifelong customers.
