Grammar Software

When you’re assisting customers, whether as a tech support worker or a hands-on business owner, it’s important to develop the skill of “phrasing things carefully.”  Too many professional relationships have been severed as a result of poorly-worded correspondence (and we don’t mean the kind that a grammar checker can fix), making the ability to communicate in a tactful yet effective manner a mandatory tool in your arsenal.

Here are a few common scenarios, along with guidelines you may want to follow:

• When a problem is their fault, avoid rubbing it in their face.  Don’t rudely exclaim that they “messed up.”  Instead, empathize with your customer and show them the right way.  A response that begins with, “I’m sorry you encountered these problems.  I’ll list down the right way of doing this so you can avoid the same issue in the future…” can do wonders.
• When a problem is on your end, then apologize for the inconvenience, point out how it’s your fault and update them on what’s being done to remedy the situation.  Give them alternatives they can do in the meantime.  Regardless of the extent of the problem on your end, never respond defensively.  If it’s something that can be taken care of on your end, then it’s your fault – just man up and face it.

Always close your correspondence with an invitation to get in touch in case they encounter any more problems, reassuring the customer that you’ll be there to assist them.  Remember, these people are the lifeblood of your business so give them the respect they deserve.