It is written communication, and we can easily fall into the robotic-interaction trap!
You have to make the communication pleasant, personal, and human! Look for ways to engage the customer and strike the right chord with them.
✱ Check your customer's previous interactions.
This helps you write in a way that is personal and interesting to them.
✱ Express empathy and understanding of the customer's problems.
e.g.: 'It is really unfortunate that you had this bad experience with our product...'
✱ Build rapport by rephrasing the customer's sentences and asking for more information. Show that you really want to understand and help.
✱ Put yourself in the customer's shoes. How would you feel? What would you expect the company to do?
A well-thought-out communication can actually prevent a customer from leaving and restore their trust.
Photo by Rock'n Roll Monkey on Unsplash
Writing Skills in Customer Support are Critical for Success by Emily Newman