1. Learn to think from the perspective of others
Put yourself in the customer’s shoes and answer the customer’s questions as much as possible. Make sure the customer feels that you are thinking about him and his interests. For example, when you receive an inquiry from a customer, you should reply as soon as possible, and apologize in the first sentence of the reply letter, “Sorry for the late reply.” If you cannot reply for the time being, such as if you cannot get accurate information for the time being, you need to inform the time of reply. Because customers often feel disrespected and unimportant for emails that are replied after a few hours or even a few days.
2. Be concise and clear in communication
In online communication, concise and clear English expressions are particularly important. Professional and clear expressions often achieve twice the result with half the effort, while vague and amateur expressions will weaken the customer’s trust. For example:
Hello I have received your message. Yes you can make the payment now. You can pay by credit card. You can also pay by visa or master. You can also pay by money books. Western union is also ok.
This paragraph is not concise enough and too wordy, which gives customers a feeling of unprofessionalism and inefficiency. It not only wastes customers’ time but also weakens the professionalism of the text. If it is changed to:
Thank you for the message. You can make the payments with escow (VISA, MasterCard, Money books or Western union).
This paragraph expresses the same meaning, using very clear and concise language, which not only reduces the number of words, but also gives customers a professional feeling.