Email Customer Service Tips for an eCommerce Economy
Establish a Clear Focus
Do not try to cover too many topics in one message. Two or
three simple points are adequate. Otherwise, when the recipient files the
message under a certain category, it may be difficult to recall which folder it
is when looking for the related information on a different matter. The main
point should be indicated in the subject line or reference line. Do not use all
capital letters in your subject line, as this comes across as shouting and may
be difficult to read, depending on the font. Capitalize either the first letter
of the first word only or all first letters of each word. You can use either a
sentence or a phrase, but make it count by incorporating concrete nouns and
action verbs. Remove unneeded prepositions when possible.
If the message is more than a paragraph or two, use
subheadings that can be bolded if you wish to emphasize each key point. This
will help the reader find the relevant information being sought. In online
writing, paragraphs should have no more than three or four sentences in a style
called "chunking" that protects readers from sorting through long
passages of information.
Be Succinct
Review previous messages to the recipient on the topic to
avoid repetition. Provide just enough background or context as needed instead
of a lengthy explanation. Readers who process online information tend to read
quickly and glean key words to find what they are looking for. Follow an
indicated order of sequence so that the reader can see how the message parts
link together. Some common types of sequence are chronological and
circumstantial. You may want to number a shortlist of events or items to help
the reader distinguish between them as well as note their connectedness.
Set Specific Response Times
Do not leave your message with a request for a response in
limbo for the recipient. Indicate the date by which you would like to have a
response. If feasible, explain why the response is needed by that date. If the
online communication continues, you should likewise be prompt in responding to
messages from others to be respectful of their time and activities. If several
deadlines are linked to the message, consider placing them in bold letters at
the left margin for easy reference.
Avoid Unnecessary Formality
Online communication in various forms tends to be informal
but not casual. While most online communication allows contractions, it does
not encourage the use of slang. Avoid over-complicated language that is too
formal, as it may seem out of place in online messages. Follow traditional
writing conventions except when they can be abbreviated. For example, you do
not need a full business letter organization for a memo, but the same kinds of
information will be needed, although it will be arranged differently. The date,
addressee's name and title, and subject should be set up according to the
format being used in the online communication process. When writing to a
colleague that you normally address by the first name, you can do so in online
communication unless it is a very formal document.
Use Professional Language
Pay attention to spelling, grammar, and punctuation. In a
one-page message, having more than a couple of errors can make you look
amateurish. Many professional writers strive to have no mistakes of this type
by using the word processor's grammar-check feature and keeping a grammar
handbook close by when writing on the computer. Proofread your writing before
sending it to check for run-on sentences, fragments, and misplaced punctuation.
Use the spell-check feature as well. It might help to read every sentence aloud
to listen for awkwardness or obvious errors. Remember that your writing
reflects you as a professional in the business world. It is often the first
thing a customer will see about you. Focus on strong, accurate communication
with clear objectives.
Implement Training Programs for Quality Customer Service
Not everyone automatically knows how to communicate
meaningfully in an online work environment. Customers can sometimes feel
undervalued or misunderstood. It may be helpful to offer training programs for
good customer service techniques since word of mouth is one of the most
powerful ways of attracting new business or losing potential customers. Decide
your learning goals for the training and make sure the trainer has the
credentials to provide the needed guidance. Using an online customer
service training platform can be useful.
Business success in eCommerce depends heavily on clear
communication. Take important steps to utilize effective communication that
will meet your customers' needs and ensure their satisfaction.
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