Email Frustrations

Email Frustrations

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training Our surveys are taken at my speaking engagements. I ask the audience what businesses and/or customers want to know. A while back we asked an audience of 350+ what bugged folks about emails they received. Without hesitation, the top 3 were: * Poor spelling and grammar – Your, you’re; there, their, they’re; here, hear; to, too, two and the list goes on. * Email that are too long; too wordy. * Wrong subject lines that don’t match the body copy. There were others that were frustrating, but these rose to the top. They are not bad; simply useless and unnecessary (i.e., not needed and ineffective). When these phrases are eliminated, emails usually read better; sound stronger. Here we go: * “Just a note to let you know…”or “Just wanted to say…” or “I’m just checking back to see where we are on…..” JUST is a weak, wimpy word. Not necessary. In fact, it is lame and useless. Eliminate the word JUST in your sentences. Read those sentences without the word “just” and see how much stronger they become. * “As I (or you) mentioned on the phone”or “Pursuant to our call (conversation, whatever).” Double work, not needed, not necessary. Confirm the

Read more

T-L-C for Emails

T-L-C for Emails

Listen up. We did an audience survey at one of my recent speaking engagements. I wanted to know what really bugged folks about emails they received. Without hesitation, the top 3 were: * Poor spelling and grammar – Your, you’re; there, their, they’re; here, hear; to, too, two and the list goes on. And used by very supposedly, highly educated, smart folks. * Emails that are too long; too wordy. Emails that run several paragraphs that could be said in several sentences. * Subject lines that don’t match the body copy. There were others, but these three rose to the top. Then we talked about useless phrases used in emails. Ineffective words and phrases that could be left out. They’re not bad; simply useless and unnecessary (i.e., not needed). When these phrases are eliminated, the emails usually read better; sound stronger. Here we go: 1. “Just a note to let you know…” or “Just wanted to say…” or “I’m just checking back to see where we are on the order.” JUST is a weak, wimpy word. Not necessary. In fact, lame and useless. Eliminate the word JUST in your sentences. Read those sentences without the word “just” and see how

Read more

5 Email Errors You May Be Making & Don’t Know It

5 Email Errors You May Be Making & Don’t Know It

By: Nancy Friedman, Customer Service Speaker, President Telephone Doctor Customer Service Training. We can all get ‘nailed’ in a bad email. As they say, “It can happen to anyone.” But there are ways to alleviate that issue. Here are 5 areas to improve on and help get you better results. 1. Poor Grammar and Spelling This leads the pack of annoyances and shouts you didn’t proofread your email nor did you use spell check. Your and you’re along with their, there and they’re appear to be the most offensive and widespread. It’s also the ones we hear the most about. Granted, spell check is not your friend with some of these words if they are indeed spelled correctly. That’s why proofing your emails, double checking, is more critical than ever, especially if you’re trying to make a good impression. Want the easy way out? Use the old author trick. When in doubt – leave it out. (Example: I have trouble with “effect and affect.” So guess what? I don’t use them. Sad to say, when you use the wrong your/you’re or their/there/they’re, you appear (and I don’t like this word) stupid. Bad enough normal misspellings come into play. But the wrong use of words we

Read more

Email Frustrations You May Be Making

Email Frustrations You May Be Making

By Nancy Friedman, Customer Service Keynote Speaker, President, Telephone Doctor Customer Service Training We now know email has surpassed voice mail in communications. Not answering emails is, of course, a big frustration. However, we’ve found a bunch of the public’s frustrations on email that’s easier to fix than finding a way to get them to return emails. One of the frustrations may be the reason why you didn’t get an answer. Are you guilty?????? Messages that are too long – As in voice mail, we know that the more succinct the message, the better it’s received. And now, where we can all get our emails not only on our office computers, but on our phones and our iPads, (and OMG now our watches), it’s critically important for our emails to be short, sweet and to the point. Long messages get zapped just as long voice mails used to. Suggestion: If/when there is a long email to send, mention that right in the subject line. This way the recipient A) knows it in advance and B) can save it for when he has time. And consider an attachment. Poor spelling and bad grammar – Inexcusable! And, the wrong use of words.

Read more

eCommerce Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service Unless you live under a rock, you know we are well into the era of the internet, online and social media. The demands of customers for superior service have intensified. No argument there. Remember: It’s all about the “experience.” To understand the impact, look at customer communication in two categories: synchronous and asynchronous. Synchronous – meaning that both people communicating need to be on the same device at the same time such as phone, face-to-face, chat, and the like. You ask and you get results immediately. No waiting. Asynchronous, of course, is one-way communication such as fax, voice mail, email and good old snail mail. (Remember that?) When we think of regular customer service, we generally think of face-to-face and telephone interactions. But today suffice to say, there are way more ways to communicate with our customers and the online is a powerful part of that communication. More and more organizations are exploring new opportunities in electronic eCommerce. They sense that they can reach segments of their audiences more quickly and effectively online. With this in mind, there is a greater need than ever before

Read more

11+ Theatre Skills for Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   What type of theatre experience have you ever had? Why do I ask you that question? Because if you have ever been on stage in a play, part of a band, chorus, dance group, stage manager, grip, sound, prompter, make up, lighting, director, or any form of theatre where the audience and other co-workers are depending on you, then you probably already know the answer to why I ask. And you probably have a great background for customer service! I have a professional theatre background and it has helped my career thrive immensely in the customer service arena. Now, it doesn’t mean if you don’t have a theatre background you won’t be good in customer service, it just means you’ll understand the mentality of customer service faster, and perhaps better. Theatre 101, as I call it, is a perfect pre-curser to being in customer service. It prepares you in the best way for all these topics and many more. I fibbed, there are more than 11 skills. That’s a good thing though. Here they are. * Interacting with others * Being on time *

Read more

Eight Tips For Effective Email Communication

PDF Version By Nancy Friedman, The Telephone Doctor A recent report estimated that over 300 billion emails are sent each day! Spam messages are jamming in-boxes across the globe and the average business person now gets over 100 emails a day. While no one denies the obvious productivity gains we’ve realized from the efficiencies of email communication, many people find themselves drowning in all these messages. Here are eight tips that will make your email communications more effective. 1. Practice being clear and concise with your message. You’ll save time and your reader will appreciate it. Consider using bulleted points to clearly express your thoughts. Everyone has a different style of how they intake information. Email communication works best if you clearly outline the points you’re trying to get across in an easy to understand format. Investing extra time while authoring an email pays big dividends by giving your reader a clear understanding of your message. Remember, if your email is written with the purpose to educate, inform or persuade, then making sure to get your point across is even more critical. With the sheer volume of email messages most business people receive, there’s an inverse relationship between the volume

Read more