Getting customers to like you and building rapport can be challenging when communicating with them via email, SMS, chat, or other text-based channels. They can’t see your positive body language, hear your tone of voice, or they usually scan messages because they’re too busy. So how can you enhance your likability via written channels?
✓ Use a personalized greeting to give your message a friendlier tone
✓ Beware of templates: you can use them, but be consistent with the quality of experience customers receive in all formats of communication
✓ Be extra careful about the words you use
✓ Get straight to the point in the first paragraph: customers are usually busy, so be as straightforward as possible
✓ Use correct punctuation, grammar, and spelling
✓ Be helpful
Try to apply these tips when communicating with customers via written communication. It’ll get easier with some practice!
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