Putting the Focus on Professional Communication
Every business is feeling the pinch of fewer skilled workers available to fill vacancies and a frustrated public that’s losing patience with wait times and more. If ever there was a time to differentiate yourself from your competition, now is it.
Start by encouraging your employees to remain confident and professional throughout every service encounter. While customers may continue to vocalize their frustration, even overshare personal disappointments, the most skilled service teams focus on positivity to deliver professionalism.
There is one communication skill every customer service professional must have: a professional follow-up email. Below you’ll find a practice activity for use as a development tool to writing better communications.
Top 5 Tips for Correspondence
- Keep it clean – avoid using colored text or backgrounds
- Be straightforward – avoid using “emoticons” in business correspondence
- Know your Vision – avoid including a “slogan” or “quote” in your signature line, unless it speaks to your organization’s vision statement and branding
- Who needs to know – avoid sending a “reply all” unless it’s meaningful to all
- Watch your tone – avoid using all caps and excessive exclamation points!!!
If you lead a team of customer service professionals, don’t hesitate to use the Professional Correspondence Activity in interviews, during team coaching, or for individual development.
Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com
Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company. Learn more at www.raddon.com