Customers are much more likely to fill out a contact form, talk through a live chat system or write you an email.
Of course, phone calls are still used during essential times, but this number is decreasing fast. So, here are seven essential writing skills you need to know.
Speak Like Your Brand
One of the most important and essential rules to follow and writing skills to develop is writing in the same format, tone of voice and style as your brand does.Example: RebelSpeak
https://instagram.com/p/BXZ4TzMBsxf/?utm_source=ig_embed
Also, take a look at Coca-Cola. They’ve always aimed to project happiness to their audience. Take their ‘Spread virtual happiness, send a virtual Coke’ campaign is just one example of this.
Read Every Word
To give the best customer experience, you need to make sure that you know exactly what your customer wants. In fact, reading critically is the foundation of good writing skills, and it’s imperative that you read every word.
“It’s easy to fall into the trap of skim reading customer messages, especially when you’re potentially reading dozens a day. Make sure you stay focused and take breaks from your computer screen, so you can read every message fully and understandingly.”
Pulling on your best ‘customer service’ voice won’t quite work here. In this instance, try and match the customer’s tone. You can commiserate with them, and then look into solutions to make things better. This brings you both to the same level, meaning no one feels spoken down to, or ignored.
Live Chat Etiquette
It’s common practice for businesses to state when they are leaving the customer on hold during a live chat communication. This helps the customer to know that they will be waiting for a reply and why they are doing so.
Customer: Hello, I made an order last week, and it still hasn’t arrived. My order number is #abc123/
Agent: Hello! I’m sorry to hear that! I’m sure I can find out. Please give me a few minutes to check the order status.
Customer: Thank you, that’s great.
Use Tools to Improve Your Writing Skills
You’re not alone when it comes to improving your writing skills. When writing, you don’t want your written communications to be full of spelling mistakes, punctuation errors and grammar issues. It makes your messages hard to read as well as making the business look unprofessional. In fact, to guarantee the best accuracy, it’s recommended that you enlist the help of tools such as these;
Studydemic – A free online blog with a tonne of information on improving your grammar skills.
Grammarix – Free grammar checker.
Essay Roo – An online writing service that can provide assistance when editing your writing.
Cite It In – A free online tool for adding quotes and references to your text in a professional format.
Oxessays – As featured by the Huffington Post in Dissertation Writing Service post, this is an online service full of writing guides you can follow when writing.
Academadvisor – A blog dedicated to providing you with all the information you need to know about writing.
UK Top Writers & Revieweal – If you need any help when trying to improve your writing skills, have a chat with this online writing service.
My Writing Way – This site will help you improve your grammar and writing skills, with the guides and tools that it offers.
Sympathise with the Customer
It can be incredibly easy to be rude, stressed out or even angry when writing to the customer rather than speaking to them. It’s essential that you don’t fall into this trap as it can have dire consequences to your customers.
Be Honest & Truthful
Whether you’re having a bad day, or you’ve just got a lot to do, it can be easy to lie to a customer, just to get them off your back. However, this can have catastrophic consequences for your business and what started out as a small problem can get escalated into something bigger.
Lying for others happiness?
If you don’t know the answer to a question that your customer is asking you, don’t lie to them. If your customer is asking you a customer service questions, simply admit that you don’t know. However, in the light of good customer service, be willing to go out of your way to find out.
Close Off Your Messages on a High Note
After you’ve dealt with your customer queries and requests, your customer should be feeling happy that everything is sorted. To cement this positive feeling towards your company, end your conversation of ‘I’m glad I could be of service, customer name. I hope you have a great rest of your day!’ can go a long way!
