Mistakes Should Avoid In the Letter to Customer – Part I
Writing job is necessary in business since all ways to communicate with the clients, the staffs work in the company, especially the customers will be used as well whether by sending e-mail message, chatting via internet program, face-to-face meeting, making call, include by writing. Unfortunately, in term of writing, over 85 percent of utilities have failed to develop a clear strategy on how they communicate with their customers. Although to make a relationship with the prospect ones can be done easier by making a call using telephone skills, but a truly customer-orientated approach must be reflected in emails, bills, statements, letters, and terms and conditions too. What mistakes and terrible things often occurred in writing any document sent to the customers and lead to the fail of communicate by writing are several including sending out bills that are indecipherable, letters that are long-winded and evasive, and emails that fail to respond to the customer’s query.
Some mistakes stated above are very important for people involving writing job in business to know so that can keep away from doing like that. Beyond confusing and annoying for customers caused by the bad writing, what things more worst is the bad messages are expensive for utilities. Imagine the first thing the customers would do after reading the poor writing letter or bill sent by the company is pick up the telephone to the call centre, costing the company unnecessary time and money. Furthermore, they may delay or refuse payment of their bill due to misunderstanding caused by the wrong message. Also, the customers may well vow never to deal with the company in question again - and tell anyone else who will listen. This is daunting event for all companies and no ones want to raise that bad event. So, to make sure there is nothing wrong in the writing and the major message can be sent directly to the customers, people in writing job of the company need to learn how to make clear documents as well as what should to avoid in writing any document.
What irritates customers most about the written communication they receive so that the writer must avoid to do it?
- Not saying sorry – Some companies are seemed like that they never have “apologized policy.” Although the problem does not caused by the company, just state some phrases like “I am sorry to tell you that you are not qualified from the company to get a special bonus as you apply because of your uncompleted document …..” Customers know well that the mistakes caused by themselves and will feel so good with saying sorry of the company rather than just hear the message like “you can not get any special bonus from the company because of your fault” Saying sorry by the company is very important especially when the customers do not satisfy the service provided by the company. In this case, the company should to say sorry to the customer although there is nothing involving the company accepting any liability.
To be continued in part two…
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