Focus on Written Communication
In todays digital age, and going forward, reps written communication skills may be just as — if not more — important than their spoken communication skills.
(Mountain Lakes, NJ, April 6, 2017) — While customer service has long been seen as a phone-based medium, that is not entirely true today.
More and more, customer interactions involve a mix of email, social media, online chat, and even the occasional typed communications, and hand-written thank-you notes.
All of these require care and skill in making sure that the appropriate message gets across with the correct language and tone.
In the April issue of Customer Communicator newsletter, Editor Bill Keenan shares eight essentials that frontline reps should keep in mind when communicating in writing.
Most important, he says, is to remember that, "whatever the medium, your writing should maintain a high level of professionalism and respect for the customer."
A large part of that he says is to, "choose your words carefully. Use language that the customer is likely to understand, but keep a business-like and professional tone."
This applies even when communicating with customers via social media. The language of social media is full of abbreviations, levity, clichés, and emoticons, but try to avoid that as much as possible, he advises. "You want to convey that you are friendly and caring, but you still represent your company or brand and you want to be as professional as possible. Also, because written communication creates a more permanent record, make sure that you are using correct grammar, spelling, punctuation, sentence structure, and word choice throughout," he says.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The group’s materials include The Customer Communicator newsletter, training guides, DVDs, and Customer Service Week celebration materials.