6 email practices for sensational customer service
Email is playing an increasingly large role in business communications, both for internal communications and communicating with your external customers.
But how good is your organisation's email? Are there protocols in place to manage spelling, expression and standards?
Here's 6 things you should have as part of your email policy and practices that are central to good customer service:
1. Don't spread viruses
The last thing you want to do is send your customers a virus. Reduce the likelihood of spreading email viruses by
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using anti-virus software
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using only email services that offer automatic antivirus protection (such as Google, and Yahoo)
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opening email only from trusted sources
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only opening attachments you're expecting
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scan attached files with antivirus software before opening them.
2. Compose professional messages
It is just as important to follow principles of good business writing in email as it is in letters or reports. Here's some do's and don'ts:
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Use a automatic grammar checker – if nothing else it will identify where sentences are unclear.
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Always use a spell checker. Nothing looks sloppier than poor attention to spelling.
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Never use all capitals – it has the effect of SHOUTING.
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Break messages into short paragraphs – with one idea per paragraph. It makes for easier reading and comprehension.
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Put the most important element of a sentence or paragraph at the beginning – people read differently online; they scan down the left hand side of the page. Putting your key message at the beginning of the sentence makes it easier for them to get your message.
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Put the key purpose of the email – especially any action you want them to take - in the first paragraph. Many people use the view that shows the first few lines.
3. Write meaningful and effective subject lines
The subject line is what will get your message opened or not.
So think about what you want from the recipient, and how the message will appear in their inbox. Summarise the key message. Use sentence case, and never all capitals.
4. Be clear about salutations
How do you want recipients addressed? And what sign off is appropriate – yours sincerely, warm regards, bye, etc. Then let people know, so that they use it.
5. When to use CC and BCC
Carbon copy (CC) and blind carbon copy (bcc) features mean you can send copies of your email to others you need to keep informed.
What's appropriate for your organisation? Should all relevant people be copied in? Do you want cc used sparingly or liberally? When should BCC be used – or not?
6. When should you not use email?
If there is a problem or concern, do not use email.
Email wars are the act of cowards or troublemakers.
Instead, pick up the phone or have a face-to-face conversation. It's much easier to resolve an issue when both parties have the benefit of non-verbal communication (and yes the phone can be non-verbal – tone of voice is powerful).
It's not so hard to develop an email policy, – but how do you get people to follow it?
To talk to me about establishing good email practice in your organisation or other customer service, motivation or listening skills requirements, email me at maggie@parexcellence.net.au or phone 0402 301 402.
I offer consulting, audits, training, facilitation and video programs to transform your organisation's customer service.
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