Customer Service Training TIps

Softening a Blunt Message

When organizations bring me in to conduct customer service training seminars, I often see employees getting buried with email. With the economy limiting corporate budgets, there’s no extra staff, so employees attempting to keep-up with their inboxes dash off quick email responses to internal and external customers. Unfortunately, the tone of their message becomes perfunctory and even terse. The recipient gets angry, sends more emails, or escalates it up the ladder – which takes more time to address later. That’s why when employees need to respond with ‘bad news’ I encourage them to phone, rather than email, their responses. Then, follow-up with a short email. With a phone call or voice mail, you can explain the reasoning behind the decision or policy, offer alternatives, and convey compassion through your voice tone – all in 30 seconds. Bottom line, you can save time and improve service – pick up the phone.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

Today’s tip about email overload is sent by email… Yikes! 🙂

 

Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to info@jeffmowatt.com.

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates

REDUCE CUSTOMER CONFLICTS

Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.

Please enter a valid email address.
Something went wrong. Please check your entries and try again.