Yangfan: Ten tips for responding to emails or messages cleverly

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1. Thanks for the feedback

It's not easy to get someone to find you and write emails or messages, so be sure to respond with gratitude rather than anger, boredom, or boredom, or other emotions that are inadvertently revealed when communicating directly with people, especially those on the air.

2. Confirmation of the issue

This does not mean that you have to admit your mistake when you are right, but to confirm his question and that you will try your best to resolve it.

3. Recognition of one's own fault

It can be difficult for companies to recognise negligence, especially in times of frequent litigation. But being honest is not only reassuring, it can also avoid making the other person more angry.

4. Problem solving

After identifying the issue and acknowledging the company's fault, the problem will be solved. We are tired of listening to "This is the company's rules" or "for the inconvenience caused to you, we deeply sorry" and so on, you can actually do better.

5. Responsible

Consider the issue as being appointed and seek resource assistance if necessary. If not, ask the company to be ready at any time.

6. Prompt response

The 24-hour response is the most effective, and if the response time is more than 24 hours, it indicates a problem. 1 hours of response is to communicate, communication is to create a good quality experience of the weapon.

7. Answer the question

8630.html "> Sometimes people just want to know the answer, don't think the problem is insignificant (think the customer is not angry) will not reply. We should not only consider it as an opportunity to create a quality experience, but also open a dialogue with the questioner to cultivate the relationship.

8. Cordial and courteous

Treat them with the respect they deserve, the way they want them to be treated--that's the key to answering customers.

9. Do not respond mechanically

No one likes to feel that other people's time is more valuable than their own--mechanical responses give you this feeling, which means you don't have the time to think about your personal responses, so you have to deal with them in a consistent way. When you receive a mechanical response, you will not only feel disrespectful, but also feel betrayed, because they actually seek your reply via email or message, but you want to send them in a mechanical response. So be sure to give personalized responses to show affinity.

10. Follow up on any topic or issue

It is possible that the other person is actually not dissatisfied, perhaps just to make a little suggestion or express gratitude. Yangfan's blog has also encountered this situation before, in fact, no matter what the situation, it will take a few days or weeks to return to the other side to confirm whether the matter has been satisfactorily resolved, whether someone has responded to the proposal, whether there is no need to do more to create more quality experience.

Most of these principles are common sense, which is the performance of quality business and customer service. Some of these principles may be inconsistent with companies and policies, but most of them should already be a guideline for your company to serve your customers. The problem is that sometimes these guidelines are not used in blog posts or emails related to blogs. Because customer feedback tends to be too direct, it makes things too tricky to reply to. Yangfan believes in treating customers sincerely, and they will take you and your company seriously.