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Seven Essential Tips for Great Email Communication!

TIPS

· Great Customer Service
· Managing Customer Service
· Telephone Service
· Email Communication
1. Use Email with Care
  • Don’t use email to replace the human touch when communicating major change, sensitive information, conflict, bad news, or performance issues
  • Avoid sending angry, sarcastic, or joke messages
  • Remember email is not private and you have little control of where it will end up
2. Respond Promptly
  • Remember that internal and external customers appreciate a prompt response
  • Let your customer know when to expect your response, especially when you need more time
  • Use auto-response if you are unavailable
3. Be Aware of Audience
  • Maintain a professional tone for both internal and external email
  • Modify language based on how well you know the customer – internal may be more informal and external may be more formal
  • Modify language based on how well you know the customer – internal may be more informal and external may be more formal
4. Show Respect and be Courteous
  • Use warm greetings, kind words, and thanks
  • Use customer’s name in message
  • Make the customer feel important
5. Format with Brevity
  • Be brief using short paragraphs, lines, and bullets
  • Avoid fancy fonts, graphics, and tabs – they may be different when received by your customer
  • Send only necessary email
6. Communicate Effectively through Clarity
  • Make subject lines clear, short, yet descriptive
  • Quote the previous email to which you are responding
  • Use examples to illustrate a point
7. Always Proofread
  • Spell check and use excellent grammar and punctuation
  • Avoid sending messages when angry or tired
  • Keep in mind when proofreading that anyone may read your email message

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