Tech Support
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Email writing is great, speedy, easy and concise. However I have been noticing in personal, business and technical email writing and on internet forums the way that people write emails. Sometimes it is even appalling.
Too many do not bother to check their email writing before sending out their email communication. The worst offenders are sales or business and technical emails that are full of errors. More and more, we see this sloppiness in the correspondence of tech support groups who are front end customer service representatives!
Ok, small occasional typos are understandable. We all make them. But unfortunately they are too common in the virtual platform. Big typos, one after another, along the whole string of e-conversations can be very unpleasant to say the least, and do not express a demonstration of customer appreciation nor professionalism.
Imagine standing in a real time face-to-face discussion and the person you're conversing with stumbles at every other word, stringing together a couple of words at regular intervals, skipping pronouns and endings, and leaving off whole consonants and prepositions...... and you had to put up with several of these communicators in your place of business within the inter-personal activities of management, customers and suppliers day after day. Imagine a salesperson dropping in on you this way.
How would that feel? What would it say about those people you’re communicating with?Well, this happens all the time in the virtual office! And it covers all spectra of email writings and correspondence. It is especially hard to take in Customer Service.
In the last while, I began to record a whole number of these e-communications email writing while working with several technical support groups at various e-service establishments. These are million-dollar outfits. And I'm one of their *treasured* customers.
For example, I show an on-going dialogue on an issue where, after several email exchanges, the tech support person 'suddenly' realized that I 'was an affiliate' and therefore had been giving me the wrong information all along -- but I had told him clearly right at the beginning of our email writing that I *was* an affiliate.
On top of this, there were bad spelling and grammar items in all of our lengthy correspondence. OK, I understand that support people are busy and don’t have a lot of time. However aren’t we all? Isn’t this part of doing business? And is there any place in business where we are excused from being businesslike and professional – especially, again, in customer service?
It truly only takes a minute to read over the email before hitting the send button. But, wow, the clean-up that that minute will do. As some experts have said, poor spelling and grammar show a lack of attention and sends the wrong message about the company’s reputation. The badly formed sentences can even give a completely wrong message that can irritate, frustrate and even totally lose a customer.
In another instance I recorded two totally different and opposite answers in email writings, to the same question that came from two tech support people from the same tech support department.And the one where the tech support person totally lost the issue at hand, after several emails, and apologized profusely to the customer for "misreading" her email when, in fact, he hadn't! Why? Because he had not taken the time to properly read the emails that had been written. /dmh
Read the FULL REPORT!
You can read the full 11-page, FREE Special Report with samples of actual email communication that took place, and which includes my “3 Steps to Better Email Writing” at this link right here.
Diane M. Hoffmann is president of Hoffmann-Rondeau Communications, which offers ONline and OFFline business services and resources. She is the founder and creator of http://www.build-your-internet-business-now.com and author of several books, e-books and articles, including "Contextual Communication, Organization and Training". Diane has recently shifted her primary focus to helping entrepreneurs start and grow their own Internet business. Copyright(c)2009 Diane M. Hoffmann. You may reprint this article without any changes, making sure to include this bio.
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