Effective email communications with a customer
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Effective email communications with customers requires considering factors like the purpose of the email, maintaining civility, and properly structuring messages. Emails should be used for sharing offers, documents, and updates while instant messages are better for quick questions and conversations to save. It is important to identify the goal of each email as to get an answer, inform someone, or have them take action. Issues can arise if emails aren't read, aren't replied to, requests aren't fulfilled, or work is done too late. Messages should use tags or brackets in subjects, have small signatures, and share long instructions as attachments to be concise and respectful.
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Effective email communications with a customer
- 1. Effective email communications with a customer
- 2. Key factors of a successful project • Interested customer • Interested engineer • Effective communications
- 3. Email or IM Use emails for: • Offers. • Documents sharing. • Any important updates. Use IM for: • Quick questions. • Long conversations. Always save your chat log when you finish if you talked about high priority things.
- 4. 1 mail = 1 goal Possible goals: • To get an answer. • To inform somebody. • To make someone to do something. From whom you want it?
- 5. Email problems • Your letters aren’t read. • Your letters are read but are not replied. • Addressed guys has replied, but don't do anything afterwards. • They do something, but not things that have been asked. • They do a great work, but too late.
- 6. Escalation
- 7. Civility= Respect • Don't you mind if ..... • It would be great if you.... • Will you be able to ...? • Could you please ....? • Did you have a chance to look at ... ? • Please feel free... • Please let us know your thoughts about.... • Please let me know if I missed something. • What do you think?
- 8. Examples: Civility = Respect Bad: I can’t implement playlist functionality without your API routes completed and we’ll fail Friday’s deadline. Good: It would be great if you complete your API routes by Friday, then I’ll have playlist functionality implemented by Friday’s deadline. Bad: Your instruction is unclear and I can’t integrate that module now. Good: Unfortunately I can’t integrate that module now, because I’m not sure that I understand your instruction correctly.
- 9. Tips and tricks • Use #tags or [brackets] in subject. • Small and big signatures. • 30 seconds save your life . Configure your email delayed sending. • Reply All is your friend. • Message body should be as short as possible. • Long instructions should be shared as an attached document.