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A customer support representative should have good writing skills as email support is his/her prime responsibility. Using empathy in your writing makes communication effective and draws customers near.
But does all that come as a gift to everyone? And if it does, then should we stop there and not progress? When it comes to writing, we feel that every word that matches with the situation will come to our mind instantly; but that seldom happens. Choosing the right words and placing them in the right way is crucial for customer support representatives.
As Mark Twain once said: “The difference between the right word and the almost right word is the difference between lightning and a lightning bug.”
Organizations depend on good written communication so as to improve relations with customers and create loyalty. Wishing customers on holidays, calming them down of fears/rumors, or even daily updating them requires good writing skills.
Whether you are good at communication or somehow manage to string words down on paper, it is worth your time to know how to do it well. If you would like to learn more, check out the 8 best customer service books.
On writing well by William Zinsser
In this book, William Zinsser advises writers (at all levels) in a clear and simple way. He touched the philosophical and artistic aspects of writing apart from the fundamental principles of punctuation and grammar.
He says in his book: “Also bear in mind, when you’re choosing words and stringing them together, how they sound. This may seem absurd: readers read with their eyes. But in fact, they hear what they are reading far more than you realize. Therefore such matters as rhythm and alliteration are vital to every sentence.”
Getting things done by David Allen
Customer Support can become a difficult job and some crucial emails may slip through unnoticed if there is ineffective time management. While a helpdesk software can do good to manage your work, a book like this teaches stress-free productivity to its readers and may actually prove better than software.
“Most people feel best about their work the week before their vacation, but it’s not because of the vacation itself. What do you do the last week before you leave on a big trip? You clean up, close up, clarify, and renegotiate all your agreements with yourself and others. I just suggest that you do this weekly instead of yearly.” – David Allen
The elements of style by William Strunk Jr. and E.B. White
This book has clear and concise instructions/advice that may stay with people for a long time. A one-time read is no just enough. The statements and words can be immediately practiced like in this book there’s a line that reads: “Rule 17: Omit needless words.” This shows how straightforward this book has been written.
E.B. White (in a Paris Review Interview) stated: “He [a writer] should tend to lift people up, not lower them down.”
When things don’t turn out to be good and customers are unhappy, it is a great opportunity for customer support members to exercise empathetic writing, change their views and bring them close to you.
The sense of style: The thinking person’s guide to writing in the 21st century by Steven Pinker
Steven Pinker, a well-known psycholinguist, blends in with his field to question the rules that are being followed ever since. To bring a change in the way we think things work in customer relations, this book is a good choice.
“An aspiring writer could be forgiven for thinking that learning to write is like negotiating an obstacle course in boot camp, with a sergeant barking at you for every errant footfall. Why not think of it instead as a form of pleasurable mastery, like cooking or photography? Perfecting the craft is a lifelong calling, and mistakes are part of the game. Though the quest for improvement may be informed by lessons and honed by practice, it must first be kindled by a delight in the best work of the masters and a desire to approach their excellence.”
Writing that works; How to communicate effectively in business by Kenneth Roman and Joel Raphaelson
This book is one of the best customer service books that emphasize the need to learn writing skills. Apart from writing daily emails, there are plenty of updates and memos that customer support members write. Poorly written communication may ruin the image of the organization both internally and externally.
Bird by bird by Anne Lamott
“Good writing is about telling the truth. We are a species that needs and wants to understand who we are.” – Anne Lamott
This is another great customer service book that describes a writer’s life, the challenges he/she faces to craft a piece of artwork (writing).
Nudge by Richard Thaler and Cass Sunstein
“If you want people to lose weight, one effective strategy is to put mirrors in the cafeteria.” – Thaler and Cass Sunstein
This book explains that there is a psychological aspect to understanding customers and how small behavioral ‘nudges’ can alter the choices people make.
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The paradox of choice by Barry Schwartz
According to Schwartz, giving more choices to customers doesn’t help them. This book explains why it may be unwise to the customers and your organization. After research, Schwartz concludes that more choices can make us more stressed and unhappy.
“We give disproportionate weight to whether yogurt is said to be five percent fat or 95 percent fat-free. People seem to think that yogurt that is 95 percent fat-free is a more healthful product than yogurt that has five percent fat.” – Barry Schwartz
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LiveAgent provides customer service management software with various features such as analytics overview, agent rankings, and tag reports. Soft skills are critical in delivering an outstanding customer service experience, with effective listening, attentiveness, patience, empathy, clear communication, positive language, problem-solving skills, positive attitude, adaptability, and time management being among the top 10 customer service skills to develop. Customer service software like LiveAgent can improve workflow, prioritize inquiries, and enhance customer satisfaction. Hard skills are those that can be taught through training or practice and may vary based on the industry.
How to conduct customer interview
Customer service is crucial for business success, but there's a gap between businesses' perception of their service and customers' experiences. Conducting customer interviews is important to understand customer feedback and make necessary improvements. Planning and conducting interviews involve forming a team, deciding on the depth of the interview, finding the right customers, writing a script, and preparing for the interview. The interview process includes welcoming the customer, asking soft and meaty questions, and allowing the customer to ask questions. Finally, it's important to review the results and make necessary changes to improve the customer experience.
