Dear Preachers of Customer Service Who May or May Not Practice what You Preach:

I was so excited to hear back from your customer service department. They thanked me three times for writing. Imagine that, three times! I haven’t been thanked that many times since I did the laundry without my wife having to ask me first.

The Service Representative mentioned how important my feedback is to your company. That’s terrific! I’ll bet my comments are making their way around the entire office as we speak.

It was extremely thoughtful of her to enclose two coupons. I can’t wait to get my FREE product and a second one for 50¢ OFF even though she didn’t answer any of the questions I inquired about. I’m still wondering why she provided additional contact information in case I have more questions she probably won’t want to answer either.

If it’s any consolation, you’re not alone. Many companies talk to their customers this way. I know because I’ve written hundreds of letters. Too many of the responses shouldn’t have gone into a mailbox or an email inbox. They should have gone into a shredder. Ironically, it’s really hard to show good form in a form letter.

Were you aware there is an art to responding? There’s also a science to incorporating a company’s brand identity into replies in an interesting way. Plus, advances in written correspondence strategic thinking now make it possible to replace “Corporate Speak” with language that doesn’t sound like it came from the legal department. Even your lawyers will approve of it. Believe it or not, there’s a place for humor, too. How do I know? Most companies are humorless. Most customers aren’t. As your lawyers would say, “I rest my case.”

How can you right your company in the customer service response department? Bring in Write The Company to educate your response team about creating written correspondence that will carry more weight with your consumers, customers, clients or guests. Not only will these guidelines work in writing, they’ll also apply to responding in person and on the phone.

Tongue-in-cheekly yours,

Write The Company

More Info: Email / Get a Write The Company Training Program Flyer

Participants are Saying…

“This training was a great eye opener for those of us who have dealt with customer issues for years and have begun to fall into standardized responses. Bravo!”

“This class was much needed. It gets you motivated toward re-approaching the importance of guest satisfaction and having the skill set to make them positive for the company.”

“I left the training program feeling inspired to respond to guest complaints in a more personal way.”

“Great program. I’ve seen so many that didn’t have an impact on me. This one did. Great job!!”

“More motivated to please people and communicate more.”

“Inspired to see things from the guest’s point of view.”

Write The Company training is brought to you by a Creative Consultant that helps companies develop branded messages to customers and incorporate humor into customer service training, concepts, copy and correspondence. For more information about training, coaching and programs to strengthen your responses to customers, contact Write The Company.

Learn more! Write The Company Training Program Flyer