Customer service etiquette: your top growth strategy.
Email isn’t just a resource for communication—strong client email etiquette is a tool to make great impressions on those you do business with.
After all, every email sent is an opportunity to show customers who you are as an individual and as a company, so don’t underestimate the power of a well written, helpful, and clear message! Use these email etiquette tips to accent the quality attention you already give your customers:
Etiquette rules for excellent customer service.
Write in a friendly tone. Tone can be tough to illustrate through writing, and equally tough for the reader to interpret. That’s why it never hurts to be extra friendly. When you do, you’ll leave no doubt in the reader’s mind that your intention is to be kind and helpful.
Use proper grammar. Write in a way that represents you and your business well. It’s awfully tempting to correspond the way we might in a text message — without regard for punctuation, spelling, and grammar — especially when replying from a smartphone.
Instead, focus on a professional writing style, just as you would in a handwritten letter, and then find other ways to give your message a casual vibe, if that’s your goal.
Respond responsibly. Keep the conversation organized by always responding to the thread when replying to an email. Respond to all new items — unless the issue has come to a natural conclusion.
When a topic doesn’t require more attention, “Thank you!” is a great way to wrap up a thread. In the spirit of lessening superfluous email, only send this type of message to the individuals who need to know you’re on board, rather than the entire group.
Offer assistance. Include an offer of assistance to show your commitment to providing an excellent experience. The other party may not take you up on the additional help, but knowing it’s an option can have a powerful impact on your professional relationship.
Tailor your offer of assistance to the situation, or provide a general one such as:
If there is anything more we can do for you, please do let us know. We’d love to help!
Make the call. Great email etiquette is also about knowing when email doesn’t cut the mustard. Last-minute cancellations, urgencies, sensitive issues, or confusing topics might warrant a phone call instead. Your customers will appreciate the extra effort!