Customer Service Blog

What are your emails trying to hide?

Have you noticed lately how many suspicious emails seem to arrive with attached (likely virus laden) documents? Hackers claim to either be Microsoft or tech support or announce that our Google passwords are about to expire. The scammers go as far as copying corporate logos to make the email seem legit. No wonder customers are leery about electronic messages. That brings me to you and your emails, and whether they enhance or reduce your credibility.

In my Trusted Advisor Customer Service seminars, we discuss how every interaction, whether in-person or electronically, either enhances or reduces trust. That means in-person we’ll gain more trust by simply introducing ourselves with our first and last names. By sharing our last name, we demonstrate a) we’re important enough to know – establishing status. And b) we are comfortable being held accountable. We’re not trying to hide or remain anonymous.

As for our emails to customers, similarly we sometimes don’t provide enough information in our email signature lines. If we don’t provide our first and last names, title, company name, and physical address and phone numbers, it looks like we may not be who we claim to be. It makes earning customer trust more difficult.

The simple lesson for earning trust faster with customers – when you have nothing to hide in your emails, then don’t make it seem like you’re hiding something. Simply ensure that your signature lines are open about who you are, where your company is based, and how to reach you.

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.

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