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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

Navigating the Process of Selling Deceased Estate Shares

This article aims to provide a comprehensive guide to selling shares from a deceased estate. Process of Selling Deceased Estate Shares.

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Navigating the Process of Selling Deceased Estate Shares

1. Understanding the Basics of Selling Deceased Estate Shares

Dealing with a deceased estate can be a challenging and emotional process, especially when it comes to handling financial assets like shares. This article aims to provide a comprehensive guide to selling shares from a deceased estate.

2. What are Deceased Estate Shares?

Deceased estate shares refer to the stocks and shares that were owned by an individual who has passed away. These shares become part of the deceased’s estate and are subject to the terms of their will or estate plan.

3. The Importance of Valuing the Shares

The first step in selling deceased estate shares is to obtain a current valuation. This valuation is crucial for several reasons: it helps in distributing the estate among beneficiaries, it may be necessary for tax purposes, and it gives an idea of the market value of the shares.

4. Legal Requirements and Executor Responsibilities

The executor of the estate plays a pivotal role in the management and distribution of the deceased’s assets. This section will cover the legal responsibilities and steps the executor needs to take to lawfully sell the shares.

5. Obtaining Probate

Before any action can be taken with the shares, it’s often necessary to obtain probate. Probate is a legal process that confirms the executor’s authority to deal with the deceased’s assets.

Transferring Shares into the Executor’s Name

Once probate is granted, shares may need to be transferred into the name of the executor. This process varies depending on the company and the type of shares.

6. The Process of Selling Shares

After completing legal formalities, the executor can proceed with selling the shares. This section will outline the steps involved in this process, including choosing a brokerage or financial service, understanding market conditions, and making informed decisions.

Deciding on the Right Time to Sell

Timing can significantly impact the returns from selling shares. Executors need to consider market conditions and financial advice to determine the best time to sell.

Completing the Sale

This subsection will detail the actual process of selling shares, including placing orders, handling transaction fees, and ensuring all regulatory requirements are met.

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7. Navigating Tax Implications and Reporting

Managing tax obligations is a critical aspect of selling deceased estate shares. This section will explain the potential tax implications and the importance of accurate reporting for both capital gains tax and inheritance tax considerations.

Understanding Capital Gains Tax Responsibilities

When shares are sold, any profit made from the time of the deceased’s passing to the sale date may be subject to capital gains tax. Executors need to be aware of these implications and plan accordingly.

Inheritance Tax Considerations

In some jurisdictions, the value of the deceased estate’s shares might impact inheritance tax calculations. It’s essential for executors to understand these aspects in order to ensure compliance with tax laws.

8. Common Challenges and How to Overcome Them

Selling deceased estate shares can present unique challenges. This section will discuss common issues such as disputed wills, fragmented information about the shares, and market volatility.

Dealing with Disputed Wills and Beneficiary Disagreements

Disputes over the will or disagreements among beneficiaries can complicate the process. Executors must handle these situations delicately and legally.

Managing Market Volatility

Shares can be subject to market fluctuations. Executors should be prepared for this volatility and may need to consult financial advisors to navigate these waters effectively.

9. Tips for Executors Handling Deceased Estate Shares

This section will provide practical advice for executors, including the importance of seeking professional advice, keeping thorough records, and communicating clearly with beneficiaries.

Seeking Professional Financial and Legal Advice

The complexity of selling shares from a deceased estate often necessitates professional advice. This can range from legal counsel to financial advisory services.

Record Keeping and Communication with Beneficiaries

Maintaining transparent and thorough records is crucial. Executors should also prioritize clear and consistent communication with all beneficiaries to avoid misunderstandings.

Conclusion

Selling shares from a deceased estate is a responsibility that requires careful attention to legal, financial, and interpersonal dynamics. By understanding the process, staying informed about tax obligations, and tackling challenges head-on, executors can fulfill their duties effectively and respectfully.

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