Email Customer
Support
It’s Different !
Some reasons why ….
 Need

for several drafts
 Templates need to be customized, however
clients strongly go by templates...
Some reasons why ….
 We

write typically to a perceived customer
profile
 I’m stuck with least information, how could I
...
What we need to focus..
 Written

language

 Customer

 Problem

orientation

solving

Email Response Training

4
5 Cs of Writing to a customer
 Clear
 Correct
 Complete
 Concise

 Connect

Email Response Training

5
Check your language skills

Email Response Training

6
Ten Ways to Simplify Your
Sentences
 Sentence

comes out of the Latin word
‘sententia’ which means ‘opinion’ or ‘decision...
Sentence Builder # 1
Put the essential ideas into essential sentence
 The

grammatical core of a sentence is that it
shou...
Sentence Builder # 1
Put the essential ideas into essential sentence
 This


could be improved to

“She liked poetry bec...
Sentence Builder # 2
Use the active voice

“ Sympathy is felt at your loss”
“ A Merry Christmas is wished to you”
“ You ar...
Sentence Builder # 2
Use the active voice

Compare
“ Prices are set by three in house sales
representatives on a weekly ba...
Sentence Builder # 2
Use the active voice
 Recast









your sentence by asking

Who / What is doing the main act...
Sentence Builder # 3
Write with verbs
 Higher

the ratio of verbs to nouns ,the more
energetic your writing will be
 Wor...
Sentence Builder # 3
Write with verbs
 Turn

needless nouns into verbs

Noun Form
Careful thought was given
Return it aft...
Sentence Builder # 3
Write with verbs
 Verb

Form

We thought
Return it after you use it
As you requested
Thank you for y...
Sentence Builder # 3
Write with verbs
 Verbal

forms feels personal and immediate,
while the noun form is formal and dist...
Sentence Builder # 4
Parallelism is not a gymnastic event
 Parallelism

is a technique to enable you to
harness a powerfu...
Sentence Builder # 4
Parallelism is not a gymnastic event
 In

general parallel phrases echo parallel
ideas


Eg I came....
Sentence Builder # 5
Don’t dangle your modifiers
A

modifier is a word or group of words that
alter the meaning of words ...
Sentence Builder # 5
Don’t dangle your modifiers
 While

reading the newspaper, the dog got

loose
 While I was reading ...
Sentence Builder # 5
Don’t dangle your modifiers
 Step

1: Identify the essential sentence

 Step

2: Identify the impli...
Sentence Builder # 6
Beware the Preposition Trap
 Prepositions




connect pieces of information

Eg “Consolidated acco...
Sentence Builder # 6
Beware the Preposition Trap
 11

Prepositions
 No wonder we end up with so long
sentences.
 Two Re...
Sentence Builder # 6
Beware the Preposition Trap
 The

vase of flowers are on the table

 Due

to higher returns and low...
Sentence Builder # 7
Break the Sentences at Conjunctions
 If

you want to take apart a long sentence, cut
it at the seams...
Sentence Builder # 8
State points positively
 People

want to know what is and not what

isn’t
 The moment you begin a s...
Sentence Builder # 9
Reduce Redundancy


Every unnecessary word you add will distract your
reader’s attention



Repeati...
Sentence Builder # 9
Reduce Redundancy
 Plan

in advance
 Resume again
 Reduce down
 Pending receivables
 Little mini...
Sentence Builder # 10
Create Vivid Images
 What

was the happiest moment in your life ?
 Did your memory come to you in ...
Parts of Speech
 Nouns

: Are names of people, things, places
or concepts. Could be common noun (Man,
house, dog) or Prop...
Parts of Speech
I

, Me , My
 He , Him , His
 They , Them , Theirs
 She , Her , Hers
 It, It , Its
 You , You , Your...
Parts of Speech
 Verbs

: Express action and action in time

Active verbs place actions in time

He ate fish ( Action ) H...
Parts of Speech
 Adjectives

: Modifies nouns or pronouns,
describe or limit the words. They answer the
questions : Which...
Parts of Speech
 Preposition:

Connects a noun or a pronoun
with another word in a sentence and makes
clear the relations...
Parts of Speech










Jim’s chocolate cake is really delicious
He loves to eat chocolate cakes
Jim’s chocolate...
Choice of Words

 Here

are few rules you could adapt

Email Response Training

36
Use Short Words













Affirmative
Anticipate
Cooperate
Determine
Facilitate
Forward
Indicate
Prior to
P...
Use Short Words


Use words such as the ones on the right side,
and your readers will understand your
messages faster, ea...
Use Orthodox Spelling
 Writing

"nite" for "night", "thru" for "through"
and "cuz" for "because" may be acceptable in
a p...
Use Only Necessary Words


Eliminate any word that does not contribute
to your message. The more unnecessary
words you ca...
Use Only Necessary Words







At this point in time
For the purpose of
In the event that
Due to the fact that
In t...
Use Personal Words
 Until

recently, using words such as "I" and
"we" was considered bad form in business
writing. The co...
Use Personal Words
 Notice

the difference between the awkward
sentence that follows and the improved
rewrite:
 if there...
Use Personal Words
 On

the other hand, you don't want to be too
personal. Notice the difference between this
overly info...
Use Contractions
 Unless

you want to maintain a strictly formal
relationship with your reader, consider using
contractio...
Use Words That People Like to Hear
Positive - sounding words help create a positive response.
Compare the words people lik...
Use ‘Speaking’ Words
 Many

writers feel they have to dress up
ordinary words when they write. They want to
sound learned...
Use Correct Words
 Words

that mean what they say and say what
they mean. Here are some commonly
misused words and what y...
Use Correct Words


Some more commonly misused words








Anybody, Anyone
Assure, Ensure, Insure
Being. Not need...
Use Correct Words












Disinterested, Uninterested
Farther, Further
Fewer, Less.
Imply, Infer
Irregardles...
Be Consistent


Maintain the same verb tense throughout each
paragraph that you write. If you begin a paragraph
in the pr...
Avoid Cliches.









Cliches are expressions that have been used so
often they’ve lost whatever energy they migh...
Avoid Euphemisms








Euphemisms are words and phrases meant to hide
negative things. Some of them “deceased” for...
Avoid Jargon
 Use

technical language or words peculiar to a
special business when these words meet the
needs of a partic...




Avoid Acronyms, Initials and Abbreviations :
Write the complete name first time and when
repeated you could use abbr...
 mailman……………………….letter

carrier
 salesman…………………sales representative
 policeman………………….… police officer
 newsman…………...





mankind …………………… people
manned…………………….. staffed
average man………………...average person
all men……………………... all people...
Finally, a few do’s and don’ts
 Down

with per
 Never qualify an absolute eg complete stop,
absolutely nothing, totally ...
 Avoid

empty introductions: the truth is that,
apparently, it is obvious that, as I recall, the
fact is that , as a matt...
Mark Your Punctuation
 To

end a statement : Use a period, question
mark or exclamatory mark
 To introduce: Use a comma,...
 Use

commas carefully : Read your work
aloud .As you read ,insert a comma where
your voice pauses. The general trend in
...
“ Quote” Rules
 To

reproduce verbatim as a person said
 To enclose titles or articles to a sentence
 Don’t use quotati...
Make your point and get out

 “I

have never seen a person who could cram
so small an idea into so many words”
--- Abraha...
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Email customer support by tahsin raza to sales and marketing...........................................................................................................................................

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Email customer support by tahsin raza to sales and marketing...........................................................................................................................................

  1. 1. Email Customer Support It’s Different !
  2. 2. Some reasons why ….  Need for several drafts  Templates need to be customized, however clients strongly go by templates  Don’t have good writing samples  Can’t decide on grammar checks  I don’t like to write, its difficult Email Response Training 2
  3. 3. Some reasons why ….  We write typically to a perceived customer profile  I’m stuck with least information, how could I move on without all information  Writing takes so much time  Liability is a big fear  Why bother ? My QM will rewrite Email Response Training 3
  4. 4. What we need to focus..  Written language  Customer  Problem orientation solving Email Response Training 4
  5. 5. 5 Cs of Writing to a customer  Clear  Correct  Complete  Concise  Connect Email Response Training 5
  6. 6. Check your language skills Email Response Training 6
  7. 7. Ten Ways to Simplify Your Sentences  Sentence comes out of the Latin word ‘sententia’ which means ‘opinion’ or ‘decision’  Sentence could be a ‘complete thought’or a complete thought might be composed of many sentences  Research proves that most readable sentences are from 10 to 17 words long  Your reader will be grateful if your average sentence length hovers around 15 words Email Response Training 7
  8. 8. Sentence Builder # 1 Put the essential ideas into essential sentence  The grammatical core of a sentence is that it should have a subject (noun) and a predicate ( verb) eg . She likes poetry  Consider this : “ Because of her class teacher who taught her English ,in spite of her poor background, she started reading more poetry and she liked poetry” Email Response Training 8
  9. 9. Sentence Builder # 1 Put the essential ideas into essential sentence  This  could be improved to “She liked poetry because of her class teacher who taught her English. In spite of her poor background, she started reading more and more poetry  Exercise 1 Email Response Training 9
  10. 10. Sentence Builder # 2 Use the active voice “ Sympathy is felt at your loss” “ A Merry Christmas is wished to you” “ You are loved by me “  How do you feel if greeting cards come with these phrases  Verbs in the active voice tells the reader who did what  Using passive voice blurs the question and answer to the reader Email Response Training 10
  11. 11. Sentence Builder # 2 Use the active voice Compare “ Prices are set by three in house sales representatives on a weekly basis from the respective current market prices of the product less a 4% reserve” With “Three in house sales representatives set the price every week. They base the price on the current market price of the product less 4 % reserve” Email Response Training 11
  12. 12. Sentence Builder # 2 Use the active voice  Recast      your sentence by asking Who / What is doing the main action here ? “ work will commence as soon as the authorisation is received by us” “ We will begin work as soon as you authorise us to do so” or “The completion of call reports by all sales persons should be mandatory” “ All sales persons must complete call report” Email Response Training 12
  13. 13. Sentence Builder # 3 Write with verbs  Higher the ratio of verbs to nouns ,the more energetic your writing will be  Words that end with ‘-ation’, ‘-ing’, ‘-tion’, ‘-ment’,’ ‘-ance’, ‘-al’ , ‘-ure’ are th nouns Noun Verb Determination Determine Attendance Attend Consideration Consider Email Response Training 13
  14. 14. Sentence Builder # 3 Write with verbs  Turn needless nouns into verbs Noun Form Careful thought was given Return it after each use As per your request Thank you for your call Let’s have a talk Email Response Training 14
  15. 15. Sentence Builder # 3 Write with verbs  Verb Form We thought Return it after you use it As you requested Thank you for your call Let’s talk Email Response Training 15
  16. 16. Sentence Builder # 3 Write with verbs  Verbal forms feels personal and immediate, while the noun form is formal and distant  If you want to be formal choose noun form but if you want to express warmth and accessibility use verb form  Exercise 2 Email Response Training 16
  17. 17. Sentence Builder # 4 Parallelism is not a gymnastic event  Parallelism is a technique to enable you to harness a powerful need of the mind .The need to find a pattern.  Using the same grammatical structure ina series of phrases is what makes the phrases parallel Email Response Training 17
  18. 18. Sentence Builder # 4 Parallelism is not a gymnastic event  In general parallel phrases echo parallel ideas  Eg I came. I saw. I conquered  Instead say this “ I came. I saw . Gaul was conquered by me “  See the power of parallelism Email Response Training 18
  19. 19. Sentence Builder # 5 Don’t dangle your modifiers A modifier is a word or group of words that alter the meaning of words or sentences A modifier is dangling when it is not clear exactly what is supposed to be modifying Email Response Training 19
  20. 20. Sentence Builder # 5 Don’t dangle your modifiers  While reading the newspaper, the dog got loose  While I was reading the newspaper, the dog got loose  After seeing the presentation ,the plan became clear  After I saw the presentation, the plan became clear Email Response Training 20
  21. 21. Sentence Builder # 5 Don’t dangle your modifiers  Step 1: Identify the essential sentence  Step 2: Identify the implied sentence or phrase  Step 3: Add the missing subject Email Response Training 21
  22. 22. Sentence Builder # 6 Beware the Preposition Trap  Prepositions   connect pieces of information Eg “Consolidated accounts receivable totaled Rs 22.32.Mn with Rs 1.67 Mn or 7.4 % in excess of 90 days from invoice date compared to accounts receivable totaling Rs 19.33 Mn with Rs 1.14 Mn or 5.8% in excess of 90 days from invoice date at 12/31/07” The prepositions in this para are Consolidated accounts receivable totaled Rs 22.32.Mn with Rs 1.67 Mn or 7.4 % in excess of 90 days from invoice date compared to accounts receivable totaling Rs 19.33 Mn with Rs 1.14 Mn or 5.8% in excess of 90 days from invoice date at 12/31/07” Email Response Training 22
  23. 23. Sentence Builder # 6 Beware the Preposition Trap  11 Prepositions  No wonder we end up with so long sentences.  Two Reasons why it is dangerous to use too many of them   Grammatically prepositions are weak as compared to subject and predicate Prepositions entice writers into making basic grammar mistakes Email Response Training 23
  24. 24. Sentence Builder # 6 Beware the Preposition Trap  The vase of flowers are on the table  Due to higher returns and lower prices of computers, the gross profit for computer systems have also dropped by 5 % Link the subject to the verb and you will not make a mistake. Email Response Training 24
  25. 25. Sentence Builder # 7 Break the Sentences at Conjunctions  If you want to take apart a long sentence, cut it at the seams  They went to the movie and they went out for dinner  He finally bought the car that he has been longing for  Words like which, that, since and because are natural spots to break the sentence Email Response Training 25
  26. 26. Sentence Builder # 8 State points positively  People want to know what is and not what isn’t  The moment you begin a sentence with “It is not …” or “Although….” or “Please don’t think….” the reader is anxious to know what on earth is it  There is nothing to be alarmed about  We have a small problem, but we can solve it Email Response Training 26
  27. 27. Sentence Builder # 9 Reduce Redundancy  Every unnecessary word you add will distract your reader’s attention  Repeating the same idea within a sentence will not add to it’s impact  Check your writing for words used frequently  Hunt down repetitions of ideas or words and delete them Email Response Training 27
  28. 28. Sentence Builder # 9 Reduce Redundancy  Plan in advance  Resume again  Reduce down  Pending receivables  Little miniatures  Advance reservations  One A.M. in the morning  Return back Email Response Training 28
  29. 29. Sentence Builder # 10 Create Vivid Images  What was the happiest moment in your life ?  Did your memory come to you in words or was it an image ?  Sensory verbs and images anchor your message  Remember the power of image .Link strong images to your key thoughts Email Response Training 29
  30. 30. Parts of Speech  Nouns : Are names of people, things, places or concepts. Could be common noun (Man, house, dog) or Proper Nouns (Chennai, Mr George Bush )  Pronouns: A substitute for nouns or pronouns. Could be Nominative (we) or Objective ( Us) or Possessive ( Our ) Email Response Training 30
  31. 31. Parts of Speech I , Me , My  He , Him , His  They , Them , Theirs  She , Her , Hers  It, It , Its  You , You , Yours Email Response Training 31
  32. 32. Parts of Speech  Verbs : Express action and action in time Active verbs place actions in time He ate fish ( Action ) He was a fish ( Being ) Email Response Training 32
  33. 33. Parts of Speech  Adjectives : Modifies nouns or pronouns, describe or limit the words. They answer the questions : Which one ? Or What kind ? Or How many ? Or Whose ?  Adverbs : Modifies verbs, adjectives or other adverbs ,clauses. They often express time, place or direction , manner , degree , or assertion Email Response Training 33
  34. 34. Parts of Speech  Preposition: Connects a noun or a pronoun with another word in a sentence and makes clear the relationship between the two  Conjunctions: Joins words or group of words  Interjections : Express emotions Email Response Training 34
  35. 35. Parts of Speech         Jim’s chocolate cake is really delicious He loves to eat chocolate cakes Jim’s chocolate cake is really delicious. He loves to eat chocolate cake. Jim’s chocolate cake is really delicious Jim’s chocolate cake is really delicious Jim brought the chocolate cake to the party Jim and his friends ate the whole cake Wow! That cake was great! Email Response Training 35
  36. 36. Choice of Words  Here are few rules you could adapt Email Response Training 36
  37. 37. Use Short Words             Affirmative Anticipate Cooperate Determine Facilitate Forward Indicate Prior to Pertaining to Presently Terminate Transpire             Yes Expect Help Find Make easy Send Show Before About Now End Happen Email Response Training 37
  38. 38. Use Short Words  Use words such as the ones on the right side, and your readers will understand your messages faster, easier and with fewer chances of misinterpreting what you say Email Response Training 38
  39. 39. Use Orthodox Spelling  Writing "nite" for "night", "thru" for "through" and "cuz" for "because" may be acceptable in a personal letter or for the name of a store trying to catch people's attention (Kopy Kat PhotoKopy), but it has no place in business letters or memos. Email Response Training 39
  40. 40. Use Only Necessary Words  Eliminate any word that does not contribute to your message. The more unnecessary words you can eliminate, the stronger and clearer your writing will be.  According to statistical data received by this office, there is an increasing amount of investment on the part of the government being made available for computer research. The government is increasing its investment in computer research.  Email Response Training 40
  41. 41. Use Only Necessary Words       At this point in time For the purpose of In the event that Due to the fact that In the final analysis Until such time as       Now To If Because Finally Until Email Response Training 41
  42. 42. Use Personal Words  Until recently, using words such as "I" and "we" was considered bad form in business writing. The common substitute was the word "one". Today, with business writers moving towards greater directness and simplicity in their style, "I" and "we" are not only acceptable, they're encouraged Email Response Training 42
  43. 43. Use Personal Words  Notice the difference between the awkward sentence that follows and the improved rewrite:  if there are any problems regarding the above mentioned matter, please direct all inquiries to the customer relations office.  If you have any problems, please contact me. Email Response Training 43
  44. 44. Use Personal Words  On the other hand, you don't want to be too personal. Notice the difference between this overly informal sentence and the improved rewrite:  You've got to remember that the main thing about taking minutes is getting them transcribed quickly.  Please transcribe the meeting notes as soon as possible. Email Response Training 44
  45. 45. Use Contractions  Unless you want to maintain a strictly formal relationship with your reader, consider using contractions. As contractions are spoken so naturally, they are a very subtle way to draw the reader into your message and allow you to come across as warm and personal. Email Response Training 45
  46. 46. Use Words That People Like to Hear Positive - sounding words help create a positive response. Compare the words people like to hear in the column on the left with those that turn people off:       Achieve Appreciate Success You say Can Welcome       Blame Complain Failure You claim Impossible Won’t Email Response Training 46
  47. 47. Use ‘Speaking’ Words  Many writers feel they have to dress up ordinary words when they write. They want to sound learned and important, but they wind up sounding obscure and affected.       Henceforth Heretofore To be in receipt of Enclosed please find Commensurate with Termination ∆ From now ∆ Before ∆ Have ∆ Here is ∆ Equal to ∆ End Email Response Training 47
  48. 48. Use Correct Words  Words that mean what they say and say what they mean. Here are some commonly misused words and what you can do about them:     Affect , Effect Aggravate, Irritate Allude, Elude Among, Between. Email Response Training 48
  49. 49. Use Correct Words  Some more commonly misused words       Anybody, Anyone Assure, Ensure, Insure Being. Not needed after “regard” in sentences such as “He was regarded as being the best”. Preferred is “He was regarded as the best”. Can, May. Compare To, Compare With Data. Like “media” and “phenomena”, “data” is plural. It refers to more than one fact or piece of evidence Email Response Training 49
  50. 50. Use Correct Words           Disinterested, Uninterested Farther, Further Fewer, Less. Imply, Infer Irregardless. No such word. The word we want is “regardless”. Its, It’s Like, As. Reason Is Because, Reason Is That Try to, Try and Unique Email Response Training 50
  51. 51. Be Consistent  Maintain the same verb tense throughout each paragraph that you write. If you begin a paragraph in the present tense, stay in the present tense until you end the paragraph. Or if you want to switch tenses, begin a new paragraph with every tense change. Email Response Training 51
  52. 52. Avoid Cliches.        Cliches are expressions that have been used so often they’ve lost whatever energy they might originally have had. Here are some clichés and words to consider using in their place: tried and true ………… reliable the bottom line ………. the deciding factor don’t hesitate to call …. please call few and far between … .rare in a nutshell ………..… in short at this point in time ….. now Email Response Training 52
  53. 53. Avoid Euphemisms       Euphemisms are words and phrases meant to hide negative things. Some of them “deceased” for “dead”, for example have their place, but most of them dull our style and serve no useful role in business writing. Euphemism …………………… Alternative revenue enhancement …………. price increases negative impact ……………..… bad effect pre-owned …………………….. used contrary to expectations ………. unexpected Email Response Training 53
  54. 54. Avoid Jargon  Use technical language or words peculiar to a special business when these words meet the needs of a particular reader. The rest of the time, write in plain, non-technical, conversational prose Email Response Training 54
  55. 55.   Avoid Acronyms, Initials and Abbreviations : Write the complete name first time and when repeated you could use abbreviations/acronyms Avoid Sexist Language Words that favor one gender over the other have no place in business or any other kind of writing. To avoid sexist pronouns use the “he or she” construction (“Each manager must file his or her report”) or switch to the less awkward plural “they’, “them”, “their”, themselves” whenever possible (“All mangers must file their reports”). Email Response Training 55
  56. 56.  mailman……………………….letter carrier  salesman…………………sales representative  policeman………………….… police officer  newsman…………………..…..journalist  fireman………………………. firefighter  chairman…………………..… chairperson  spokesman……………………spokesperson Email Response Training 56
  57. 57.     mankind …………………… people manned…………………….. staffed average man………………...average person all men……………………... all people     And don’t forget to give men and women equal treatment men and ladies …………... men and women man and wife…………….. husband and wife John Dow and Mary ….…. John Dow and Mary Ward Email Response Training 57
  58. 58. Finally, a few do’s and don’ts  Down with per  Never qualify an absolute eg complete stop, absolutely nothing, totally empty,100% pure, exactly equal, absolute minimum or absolute maximum, completely full  Abolish respectively  Don’t hedge –rather, seemingly, somewhat, kind of, mostly , very , pretty , little , it would seem , in some respects , for the most part Email Response Training 58
  59. 59.  Avoid empty introductions: the truth is that, apparently, it is obvious that, as I recall, the fact is that , as a matter of fact  Remember the magic words : “we cannot always oblige, but we can always speak obligingly” – Volataire  Warm it up :A cool tone is formal and stiff, while a warm tone is informal and friendly Email Response Training 59
  60. 60. Mark Your Punctuation  To end a statement : Use a period, question mark or exclamatory mark  To introduce: Use a comma, dash or colon  To separate parts of sentence : Use comma, semi colon, dash or hyphen  To enclose parts of a sentence or a whole sentence: Commas, dashes, quotation marks, single quotation marks, parenthesis or brackets Email Response Training 60
  61. 61.  Use commas carefully : Read your work aloud .As you read ,insert a comma where your voice pauses. The general trend in business writing is to use fewer commas  Apostrophe apathy: Used to indicate where a letter is omitted ( Let us – Let’s ),To show possession ( ( John’s car),To show plural and possession (the cats’ – if there are many cats –bowl is in the kitchen) Email Response Training 61
  62. 62. “ Quote” Rules  To reproduce verbatim as a person said  To enclose titles or articles to a sentence  Don’t use quotation marks to set off a paraphrased content  Use single quote mark for quote – within - a quote  If you begin a quote from a middle of a sentence ,don’t capitalize. Email Response Training 62
  63. 63. Make your point and get out  “I have never seen a person who could cram so small an idea into so many words” --- Abraham Lincoln Email Response Training 63

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