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How To Improve Your Email Support For Customers

How To Improve Your Email Support For Customers. The Do’s and Don’ts of Email Etiquette, Make It Your Own, Always Use Positive Language

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How To Improve Your Email Support For Customers

Customers today seek a more convenient and efficient support channel. They do not have the extravagance of time to deal with long queues on the phone turn to email support.

Compared with phone support, emails are not at risk of being misrouted or getting interrupted by connection problems. It’s also easier for customers to review and keep track of their transactions as these are recorded in the Inbox.

As with any customer service channel, email support still needs a lot of improvement to meet the modern consumer’s ever-increasing demands.

The Cloud Tutorial found that only a few businesses offered customer-centric support channels in the past decade in the research they conducted. If you fall into this category, below are some guidelines on how you can achieve higher customer satisfaction through your support channels:

1. The Do’s and Don’ts of Email Etiquette

The Dos and Do nots of Email Etiquette

Email communication upholds the basic rules of grammar. Proper use of capitalization, punctuation, and language maintains a professional tone in your correspondence with your customer.

Don’t use emojis, abbreviations, slang, and spammer language. Don’t bombard your customers with lengthy, rambling paragraphs. Instead, write short and concise sentences.

More importantly, every interaction should be rooted in customer service’s two critical points: acknowledgement and empathy.

Acknowledge why the customer is writing in and how they feel about it. Most support requests come from customers who are frustrated or agitated due to an ongoing issue. Usually, the first reaction to this kind of situation is to dive into the problem to appease the other party quickly.

Before doing so, take the time to let the customer know that you understand their needs and thank them for the opportunity to lend a hand.

Empathize and listen to your customer. In face-to-face and phone support, active listening is the process of fully understanding, remembering, and interpreting what the speaker is saying.

In non-voice channels like email, this can be done by analyzing the word choice, tone, and other context clues in the message. By listening to their words, you foster a healthy interaction with your customer.

Invest enough time in making a customer feel seen. A customer who feels seen and understood is a more receptive partner in resolving issues.

2. Make It Your Own

Some companies receive hundreds, possibly even thousands, of emails daily. While it’s tempting to use templates or canned replies to cope with the job’s repetitiveness, you should always personalize your responses. The last point you want is for the customer to think that they’re talking to a bot.

The outcome of your correspondence largely depends on how well you can profile your customers. You can get a feel of their personality, temperament, knowledge, and how adept they are with technology within the first few exchanges. This should inform the overall tone of your service.

If their messages sound formal, reply with the same tone. If they appear to be having difficulty following your instructions or explanation, use the classic “explaining to a five-year-old” method. The goal is to have a conversation that sounds natural from start to finish.

3. Always Use Positive Language

Perhaps the most overused phrase in customer service is “I’m sorry”. Practice saying “thank you” instead of apologizing, especially for things that aren’t personally your fault (e.g., defective product or delayed delivery). You can also highlight the positive aspect of your customer’s experience by eliminating negative words.

Consider these examples:

  • Instead of “Sorry for making you wait”, say “We appreciate your patience.”
  • Instead of “We can’t do that”, say “Here is an alternative or workaround you may try.”
  • Instead of “Unfortunately, that’s not available”, say “I have other recommendations that would suit your needs.”

Using the right vocabulary can spell a huge difference and make your customers feel better. In most cases, customers rate your performance not based on what you tell them, but on how you make them feel.

4. Be Extra Sensitive Of Time

Email support may not be considered real-time communication compared with face-to-face or phone support. That said, you should always respond promptly. A frustrated customer won’t be happy waiting long on top of what they’re complaining about.

However, a quick turnaround time should not compromise the quality of your reply. Always make every contact count. Address concerns and answer questions correctly so that the customer won’t have to make follow-ups or repeat themselves.

As an exception to the rule of personalization, you may use templates or auto-replies only when making follow-ups to save time. You may also try bulk replying if you deal with high-volume cases regularly.

Remember, every interaction with a customer reflects your company’s values and the quality of your service. Email support should not only be focused on immediate resolutions. Ultimately, customer satisfaction comes from hassle-free interactions that feel personal and positive.

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Business

Transforming Goals into Actionable Results

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Transforming Goals into Actionable Results - Planning Template

Organizations universally set goals and strategic plans each year, aiming to grow revenue, increase efficiency, or launch innovative offerings. Leadership teams devote extensive energy to developing future visions, five-year horizons, and stretched objectives to motivate their workforce.

But the hard truth remains: lofty ambitions alone rarely catalyze actual change. For transformational plans to spark tangible impacts, organizations must bridge the gap between theoretical strategy and on-the-ground execution.

1. The Planning Disconnect

Many goal-setting approaches prioritize inspiration over implementation. Leadership defines desires for the future: – become a $1 billion revenue company, penetrate emerging markets, and transform customer experiences through AI. Such ‘aim-big’ mindsets spark energy and provide directional guidance amid uncertainty.

However, most planning exercises fail to detail the nitty-gritty work required to achieve audacious results on the ground. People walk out of annual meetings jazzed about the future but without playbooks for activating it day-to-day. Vague aspirations then struggle to be converted into economic value.

2. Finding the Right Strategy

An OKR planning template offers one methodology to overcome this strategy/execution divide. OKRs, or Objectives and Key Results, provide a template to cascade high-level goals into measurable, actionable metrics at every organizational level. This connects future milestones with present-moment decision-making, ensuring teams work synergistically towards overarching ambitions. With a strong goal architecture in place, inspiration more seamlessly fuels activation.

3. Why Actionability Matters

Transforming lofty aspirations into step-by-step execution plans brings several advantages:

  • Alignment: With clear OKRs spanning functions, teams can coordinate priorities, resources, and timelines effectively. This fosters organization-wide momentum versus siloed efforts.
  • Motivation: Breaking ambitious objectives into bite-sized key results is less daunting for individuals. Granular metrics maintain motivation amid long horizons.
  • Focus: Concrete next steps prevent distraction from organizational shiny objects that capture attention yet deliver little value.
  • Accountability: Quantifiable measures allow all stakeholders, from frontline individuals to CEOs, to track progress and course-correct in real-time if lagging.

With a strong goal architecture in place, inspiration more seamlessly fuels activation. But we still must apply rigorous execution principles—communication, tracking, agility, and celebration—to generate the hoped-for results.

4. Driving Change in Complex Systems

Large enterprises are multifaceted systems, with interdependent elements spanning processes, technology, and people. This complexity makes driving macro-level outcomes uniquely challenging. As legendary management thinker Peter Drucker noted, “There is nothing so useless as doing efficiently that which should not be done at all.”

Turning broad organizational change into economic returns requires carefully targeting the vital few interventions that catalyze outsized results. OKRs help leaders thoughtfully assess and sequence the projects that will structurally reinvent operations, remove friction from value chains, and upgrade talent capabilities over time. With clear transformations roadmaps in place, big goals become more grounded amid real-world constraints.

5. Sustaining the Journey

Finally, cascading OKRs across the hierarchy sustains strategic focus as leaders come and go. They provide continuity through inevitable ebbs and flows in the volatile, uncertain business climate. With institutionalized processes for regularly resetting, communicating, and reviewing objectives and key results, organizations stay centered on the handful of big bets that matter most while retaining the flexibility to evolve tactics as needed.

Annual goal setting is table stakes for contemporary organizations. But without concerted efforts to turn those goals into measurable action plans, little changes amid organizational complexity.

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