Beware of the “It is only e-mail” trap.

Just because your customers often send short, “tone deaf” e-mails doesn’t mean you should reply the same way. You can use less words too, but still convey a tone that shows you feel their pain and want to help, without wasting their time, or yours. Here are a few trust-building phrases your customer service and inside sales folks can write today:

Empathy: “The last thing you need is to worry about this…”

Problem-solver: “I will fix this for you.”

Action: “Consider it done.”

Personal: “Welcome back, we missed you.”

Confirm: “Does my answer take care of this for you?”

I’m continually sharing new e-mail phrases to “stay inside the circle”. Want to see more? Enter your e-mail so you don’t miss out on what’s next. NOTE: I hate spam too. You can “opt-out” if my ideas are not helping your employees.

Comments are closed.