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15 Steps to Writing Effective Email

15 Steps to Writing Effective Email provides proven strategies for writing clear, complete and professional customer email every time.

The booklet guides reps through a 15-step process including Step 1: Slow down and read between the lines, which is reproduced below. You’ll see how much useful, skillbuilding information is packed into a brief half page of this practical guide.

Step 1: Slow down and read between the lines

Before answering an email inquiry, you must determine why the customer is writing. It’s tempting to respond as quickly as possible. But you have to slow down and take the time to read between the lines to make sure you understand what the writer really wants. You listen carefully when speaking to customers. You must give that same level of attention and concentration to customer emails if you want to handle them effectively.

The first step is to determine whether the customer will need more information than he is actually requesting. For example, if the customer asks where to send a product return, also provide any related information such as restrictions on returns or paperwork that he will need to fill out.

Similarly, if a customer asks if your dress slacks are available in plus sizes, you can give a more complete answer by alerting her to the limited range of colors and where to find a size chart at your company website.

This may take some practice. In a conversation, you can ask questions to draw out the information you need to help the customer. But in an email, you can only work with what the customer has written.

 

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