Which of the following is important in customer service written communication?

Emails and Chat messages are written forms of communication. Though you don’t have the voice to provide a friendly tone, other resources like signs and emojis can help you with that. Make use of them! Here is a brief review:

Takeaway tips for both Email and Chat messages. ✱ Be specific; When talking about procedures and deadlines especially. Have you answered the question asked? ✱ Read attentively your customer's message; Read the message/email more than once, ask pertinent questions. Do you need more information to help your customer? ✱ Mind your language and your word order; Choose your words carefully, structure sentences in a way that conveys a positive message. Does your word choice convey a positive message (is it as positive as possible at least)? ✱ Humanize your e-mails and chat messages; Empathize with your customer. Let them know you are a human being and as such you feel the same as they do. (e.g. I would feel as disappointed as you do right now!)

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