Typically, customers seek out support via calls. Some customers, however, prefer to use email or go for live chat support to seek help from a company. Customers who prefer to write take their time to detail their needs in emails, so they expect the customer care representative to be as articulate and empathetic as possible.  

Communication is an undeniably critical and indispensable part of our lives, more so in customer care service.  It is now a necessary skill for every customer care representative to be proficient in business writing to write clear and efficient solutions to address their customers’ concerns.  

Here are some ways to make your customer feel valued with your writing: 

1. Practice Empathy 

If a customer contacts you, chances are the customer may have a query or an issue with some aspect of your process, product, or service. 

Putting yourself in the customer’s position, you would be irritated when the reply is curt and the tone is uncompromising.  Be compassionate in acknowledging the client’s issues as much as possible and show empathy when dealing with angry, dissatisfied, and irate customers. 

2. Stay Positive 

Even though you must be succinct in your communication, you must remain genial and cordial to keep the customer engaged. 

This includes greeting them pleasantly when they initially contact you, being accommodating during the chat, and thanking them for taking the time to give feedback at the end of the conversation.  

3. Ask the Right Questions 

A simple technique of asking the right questions to clarify and understand the customer’s request or needs can build a good rapport. 

This will enable you to solve the problem or inquiry properly and promptly, and ultimately deliver a good customer experience. 

Writing competency in customer care requires continuous development, meticulousness, and attention to detail because one occurrence of misinterpretation can potentially cause irreversible damage to the company-customer relationship. Customer care representatives must comprehend the significance of good and professional language, spelling, punctuation, and tone to show empathy and care. By structuring the content cohesively and coherently the message delivered is certain to generate a professional image about the writer and the company.  

Upgrade your business writing skills to communicate better with your customers with EPiC Business Writing. Our  Business Writing course includes topics that would help you write effective business documents. Learn more about the course here.