The Service Payoff: How Customer Service Champions Outserve and Outlast the Competition by Alan Zimmerman

Author:Alan Zimmerman [Zimmerman, Alan]
Language: eng
Format: epub
Publisher: Peak Performance Publishing
Published: 2011-06-01T23:00:00+00:00

Written Communication Breakdowns:

Sometimes the breakdown comes with a misunderstanding of the writer’s intention. The customer may be more interested in impressing you than clearly communicating with you. And you may not know if the customer’s intention is to inform, persuade, or negotiate with you.

Most often, however, misunderstandings occur because the same word means different things to different people. You may interpret “soon” to mean 7 days, but your customer thinks “soon” means 48 hours. And without the nonverbal facial expressions and vocal intonations that are present in a face-to-face encounter, it’s no wonder that written communication can often be misinterpreted.

To have fewer written communication breakdowns, there are two sets of skills you should use. It all depends if you are taking the initiative and writing to your customer, or you are responding to what he has written.

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