It’s a 411 not a 911

That’s right, your email is important but not urgent.

If it’s urgent, pick up the phone!

So, now that you've slowed down a beat, check your email to make sure it delivers the exact message you intend, for the exact results you need. 

1. Clarify your objective

2. Consider the reader:

a. What other information might they need?

b. What communication style are they? 

Re-read your email, check for typos, and test for tone.  There, now you can press send.

Is email your primary source of communication with customers, clients and co-workers?  We've got a webinar to help.  Email us to be notified when we host our next public webinar or ask us about hosting a private session for your office.   Learn more about The Write Stuff.

Easy on the eyes…

If you’re like most American workers, you receive over 80 emails a day and chances are your eyes are tired!

But you need your email to be read.

Subject: Bad Email

Hi Customer, we got the order you sent in and this confirms that we got it but we can’t get started on it because you didn’t tell us some of the specifics that we need to process the order.   I’m not sure if you got the memo about our intake process or not but it has changed and now when you send in the orders you need to tell us upfront about the number and when you need it so we can start to work on it.

Subject:  Order 123 – Awaiting further instructions

Hi Customer,

Thank you for your order.  We will get to work once we have your answers to two questions:

1.     How many do you need?

2.     Do you prefer single or double-sided?

Waiting for your reply,

CSR-Superstar

Ahhh, that’s better!

Make your emails easy on your customers’ eyes.

Use bullet points.

Keep it simple.

Aim to have more whitespace than words.

The Robot is a Dance, not a CSR

Think of a question you get asked daily.  Is it a challenging question that throws you off your game?  Or something so simple you get bored answering?  In either case, it's good to have a go-to reply, but please, no scripts.  

Scripts get read and reading sounds insincere - ie the robot. Customers don't want robots, they want real humans who treat them like real humans.

To keep it real try this:

• Create a few replies, not scripts  
• Pick phrases that you feel positive about delivering
• Imagine the face of a nice customer when you are on the phone
• Instead of rolling your eyes and saying to yourself, "here we go again," ask yourself, "what does this person really need and how can I help?".

Quick Story... when I worked at Walt Disney World, I signed up to work overtime in custodial duties so that I could make extra money and go scuba diving.  What question do you think I was asked 40-50 times a day when I worked my shift?

Downton Abbey

“My dear. A lack of compassion can be as vulgar as an excess of tears.”  – Violet

Yes, I spent the weekend binge-watching Downton Abbey (don’t judge me!) and I’m curious to hear what the last show you binged might have been!

Speaking of empathy.  It’s important.  You don’t need to agree with your caller, but offering a statement of understanding or compassion is the first step in solving customer concerns.   And, like the dowager says, a lack of compassion is not pretty.   

Look ‘em in the eyes

What color are your eyes?

What color are your co-workers’ eyes?

Today, when your internal customers (your colleagues and teammates) come to your desk, take note of their eye color.   This will do 2 things:

1.     It will give you something interesting to focus on; and

2.     It helps you build better rapport and that’s important.  You spend a lot of time with your co-workers, good rapport makes that time more enjoyable.

Mine?  Why, they’re blue.  Thanks for asking.

Greetings by Generation

Customers have different expectations around formality in the way they communicate.  See if you can match the greeting to the age group:

1. Under 35

2. 35 - 50

3. 50 - 70

4. 70 – 100

A.  Good Afternoon

B.  Hello

C.  Hey

D.  Hi

Answers: 1C, 2D, 3B, 4A

Well done.  Try it today and you will create a welcoming experience.

BTW or FYI: In case you are wondering, ‘yo’ and ‘wassup’ are never good options in the workplace.  Save those for beer commercials and weekends.

Words Matter

We all know that your tone of voice speaks louder than your words, but words matter too.

Consider this study from Harvard Business Review

One CSR said, “You can’t transfer funds until you go through these steps to authorize the account.”

The other CSR phrased it differently, “let me walk you through these steps to authorize the account.”

Which do you think customers preferred? 

Yes, CSR #2. In fact, customers rated that call's quality 82% higher.

Why?  The words sound more helpful.

Consider your calls today.  Where can you choose more helpful language?

“You need to” can become “let me help you.”

“I can’t” can become “here’s what I can do.”

Share an expression you plan on re-writing today.