Working in retail customer service has its shortcomings. When we receive feedback personally tailored to us – even from a large retailer – it shows that, as an individual, we matter. The message is clear: I am being heard and my needs are being taken care of. Using your customer’s name provides them with a sense of validation. Adding personal touches to any email resonates well with its reader. Your team can collaborate and share templates catered to different scenarios, including discount requests, returns, disgruntled customers or damaged products.īut if you’re copying and pasting scripts into your workflow, you run the risk of de-humanizing your service outreach. If you’re working on the support staff for a retailer, you have to deliver clear and accurate information in your emails. In layman’s terms, scripts can empower your staff to make the message apparent to its recipient while demonstrating good customer service skills. As Groove explains, email scripts and templates can be an excellent way to enable customer support concepts into action. The staccato electronic pong match between a faceless representative and an upset customer rarely results with a satisfied customer. Provide Personality, Even With Email ScriptsĬustomers want to speak with a human being, not a robot. Here are a few reasons why clear communication is a skill all your customer service professionals need to adopt. Strong and clear communication in customer-facing emails associates your brand with a high level of service. It’s important to remove any doubt by relaying and presenting information clearly. However, these skills will be left to dry if you don’t teach your staff the most important emailing skill of all: clarity of communication. Every word you type has a tone that can shape the meaning (and outcome) of the email.Ĭustomer service professionals should possess the skills of patience, product knowledge, and tenacity. Sending customer service emails are a substantial part of this process. Retail is almost as much about the shopping experience as it is about the product. If you’re working in retail customer service, you’ll know that your customers have a lot of requests.
Rather, customer service teams have to tactfully juggle requests and provide answers to complaints. When customer service is first contacted, very rarely is it with a customer’s intent of sending tidings of thanks or joy. Effective email communication is a core principle of effective customer service.Ĭustomer service is, arguably, one of the toughest departments to be a member of.