From the course: Writing Customer Service Emails
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Make your writing more like speaking
From the course: Writing Customer Service Emails
Make your writing more like speaking
- Imagine you're sitting across a table from your customer, not at your computer getting ready to type a reply to their email. Would you ever look them in the eye and say, "As per your recent request, we regret to inform you that the blue cardigan you desire to purchase is currently unavailable and we can offer no confident estimate about when you can procure this item"? Of course you wouldn't. You'd never use such fancy talk when you're with a customer in person or talking to them on the phone. And if you want to write modern, effective customer service emails, you shouldn't use bureaucratic or literary words when you write to customers, either. When you make your writing style more like speaking, you create a connection with customers. You sound like a real person, one they can trust to help. So how do you make your writing more like speaking? First, use contractions. Instead of writing, "We are reviewing your payment…
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