The article "Taking Care of Busines... E-mail" talks about email marketing, it has been created by Erwin Steneker.
In this digital day and age, communicating through emial is getting more and more important. This is of course also true for customer service and help desks.Looking at the incoming stream of calls I see a growing trend of email communication.Most companies have a protocol for hanlding telephone calls, but taking care of business email is clearly underestimated.
I have assembled 12 valuable tips you can use directly to improve how you or your company is handling email.1. Keep your customer in mind:As with everything you do, keep your customer firmly in mind: Is this info appreciated? Is the tone of voice appropriate for this customer?
Cuold the customer be offended?
It is best to place yourself in front of the customer, as if you're face-to-face, talking to each other. Choose your words wisely.
Format your email professionally.2. Canalize your business email streams:Customers are emailing you for many different reasons; they may have a sales question, or just wants some info, or have a complaint. By creating different mailboxes for the different streams customers can help you by seletcing the most appropriate mailbox for their request. And they will do it, if you tell them that it will speed up the process (for them).3.
React qucikly (within 8 hours):Email is a fast medium. Customers expect a quick reaction when they use email.
Same day response is the ABSOLUTE minimum, but to make a good impression you should make eevry effort to react within 8 hours.
All the time.
No exceptions.4. Use auto responders:Don't make customers guess whether the emial they sent has arrived at your company. Make use of auto responder technology to send a confirmation immediately.5. Choose your subject wisely:Customers are getting lots of email every day. They scan the subject field and from field to see what's of interest. So make sure your sbuject line attracts the customer, and doesn't look like a load of SPAM. So, do not use ALL CAPS or overuse exclaamtion points! !!!6. Prpoer salutation:Think of your customer: would he rather be greeted with "Hi Erwin! " or "Dear Mr.
Steneker"? Don't fall in the trap of the fact that email feels informal. Choose a salutation that fits your customer.7. Spell the customer's name correctly:OK, I know this is an open door, but so many folks don't take the time and effort to properly spell the name of the customer. And a misspelling puts down customers FAST.
Think how you believe when your name is spelled incorrectly.8. Introduce yourself:Remember tip #1? You have to put yourself in front of the customer. So what is the first thing you do when you meet a customer?
You introduce yourself!
Don't let your cusotmer guess who he is "talking" to.9. Format your email:Email is mostly read on screen, so format your email accordinlgy.
Use short sentences and pelnty of white space. Also make sure that your text lines are a maximum of 60 characters wide, otherwise they may strangely be truncated, with one or two wodrs flowing over to the next line.10.
Eamils and Emotions:Emails are notoriously bad for conveying emotions.
If you believe it is appropriate for your customer, you can make use of so-called emoticons.
Emoticons are combinations of letters and punctuations that are designed to show emotions. Here are some exmaples (Note that you have to tilt your head left to see it)::-) Smile:-P Extending tongue:-( Sad:'-( Crying:-D Big smile;-) Wink8-) Cool*
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