5 Customer Service Methods to Boost Your Writing
Have you ever had a client get upset because they misunderstood one of your emails? 😣 Though it’s rare, it has happened to me. It can occur if you don’t think through how the receiver will perceive your message.
These experiences remind us to write more clearly and focus on aspects like the tone behind the text, which shows empathy for readers — like customer service reps. do.
Besides writing, I worked for several years in customer service, where it’s necessary to stay upbeat and diplomatic while resolving problems. Tough customers were sometimes challenging, but I learned how to communicate with compassion, a skill crucial for connecting with people.
Like writing, customer service involves following certain rules. If you disobey them, clients might not return.
These customer service writing tone tips and other methods can help you connect with respect for your readers.
1. Remember your readers – Whether you’re drafting an email or advertising copy to influence someone to act, you’re often using persuasion, which involves customer service writing skills.
If you don’t think about who you’re writing to, you can forget their feelings and fail to connect with them.
Example: A social media post that lists a new project management tool’s features rather than describing how they improve productivity.
In marketing terms, buyer personas help you see and understand your ideal customer. They let you focus your writing to address their pain points, like missing deadlines or juggling several projects. Customer service follows a similar personalized approach, tailoring messages to users’ unique problems and using appropriate language to resolve them.
Both methods work best when you emphasize the positive while you keep the reader and their feelings and desires in mind.
Example: The Super Back Scratcher is currently out of stock. Don’t worry, though. The all-new Super-Duper Back Scratcher is now 20 percent off for a limited time! [Tell customers the truth, then add a positive spin when possible.]
We listened to you and designed the all-new Super-Duper Back Scratcher with more comfort and control. Its soft rubber tips gently massage away aches and itches, while the fully adjustable handle lets you reach every spot easily. [Accentuate the positive.]
2. Stay friendly and listen – If you smile while you write — like a customer service rep. would do while they speak — it can boost your tone. Apologize for problems like mistakes or delays. But be receptive. If clients don’t tell you what will satisfy them, ask and listen, showing a genuine desire to understand their needs.
3. Say it simply – When I was a customer service rep., I learned people listened and retained more when I spoke less. Keep your writing concise, with short words and sentences in plain English. If necessary (and possible), link to more details. This helps readers remember and grasp the information quickly.
4. Stay professional – If you call a helpline and someone answers, “Yo, what’s up?” it’s like lapsing into text-speak or “textese” (e.g., “GR8 to speak with u today.”). Taking shortcuts doesn’t set a clear or respectful tone. Build trust and credibility through writing without errors, jargon, big words, and missing or misplaced words.
5. Personalize – Would you rather read that your order has been processed or be greeted by name and thanked for your purchase? Like a friendly customer service rep., add warmth with a personal touch.
When you practice customer service writing skills, beyond “hello,” add a salutation to your emails (“cheers,” “best wishes”). Avoid the robotic passive voice — if you wouldn’t say it, don’t write it. Use personal pronouns like “I,” “we,” “you,” “our,” or “us” to forge a connection.
Discover how to reach clients who value and respect you and your business
How have you used customer service writing techniques? Do you have any customer service writing tone tips to share? Leave a comment.
Quotes
“People will soon forget what you said. They will forget what you did. But they will never forget how you made them feel.”
~ Dr. Maya Angelou
“Before sending your customers any type of communication, ask yourself these questions:
- Did I use any language (acronyms, industry-specific terms, etc.) that could be misunderstood by my customers?
- Can anything be rewritten with more clarity?
- Would it make sense to someone from another planet?
Removing the jargon ensures you are communicating clearly at a level your audience understands. Never assume your customers know what you’re talking about.”
~ PATLive