A lot of customer service happens through communication mediums that aren’t the telephone. Most companies have recognized that and provide tons of ways for their customers to get in touch with them. (For example you can get us here, here, here, or here, and you can call us too!) While we still have a lot of customers that like to talk to us on the phone, there are many who prefer to contact us via email. Over the phone, it’s easy to gain a connection to your customer by simply smiling or having a brief chat about something that’s not related to the purpose of their call. Without your voice to back you up in an email it becomes even more important to do those “little things” to get close with your customer.
Did you spell the customer’s name correctly? This might seem like an obvious common sense kind of thing, but I can speak from personal experience here. I have a unique spelling of my name and while I am usually pretty forgiving of the misspelling, I feel like an agency that gets my money should spell my name correctly. Email correspondence already loses some of your interaction with the customer, so make sure that the extra second is being taken to spell the customer’s name right.
Making The Offer
I’m not talking about additional products and services here, just the general let me know if there’s anything else comment. The way we handle customer service is a policy where anyone can help a customer but we know there are customers who want one contact. By making the offer to help with anything, we let customers know that the person they are corresponding with can help them with any of their questions.
Please & Thank You
Losing the vocal connection with a customer means that they can’t hear your tone. I’ve warned before in posts that one of the biggest concerns about email should be the lack of tone. A customer can infer what you’re writing however they want and that can be good or bad for you. By using please and thank you in the email you’re letting them know that you’re asking them for more information. Don’t overuse the phrases and end up sounding condescending.
Know When to Call
I’ve said it before and I’ll say it again – if an email takes longer than two replies to resolve an issue or answer a question, pick up the phone and give the customer a call. Once you start firing a long chain of emails back and forth things are going to get very confusing. The third email you have to send to a customer should include the sentence When is a good time to give you a call so we can talk?
Customer service is something that needs to be available on all platforms that a customer might be using. Businesses are available on Twitter, Facebook, and other social networks because their customers are there, but in the end, it’s mostly the main forms of communication that remain – customer service by phone and customer service by email. When you lose the phone portion of customer service you lose some of the connection with your customer. You can do a little more in your email correspondence to make sure the customer feels the same kind of connection. What other “little things” can you do to make sure that customer service is translating across email?