Use E-Mail as a Tool to Build Customer Loyalty

Customer service is the way company employees serve the customers in a, friendly, timely and speedy delivery with guarantees or warranties on a consistent basis. Everyone within an organization is responsible for thoughtful customer service from the supervisors and managers to the administrative staff.

1. Choose how you act, don't let others choose your behaviour.

   If a past or current customer e-mails you with a complaint that you know isn't your fault, it is more beneficial to work towards a solution rather than decide who is wrong.

2. Do not send a message you do not want read on television or printed in tomorrow's newspaper.

3. What you practice projecting you are projecting.

4. Remember that the most important thing for a person to talk about is themselves. Keep that in mind when corresponding with a past, present or future customer. They want to know what's in it for them. They do not want to know about you or your company. Relate to them using their style of language. There are common themes that people use in their language to tell you how they are thinking. Visual thinkers use phrases such as, "I see what you mean," or "I get the picture." Auditory thinkers use phrases such as, "I hear what you're saying," or "Listen to me." Kinesthetic thinkers use phrases such as, "I've got a good feeling," or "That's a solid proposal."

5. Go slow to go fast. Never rush to the solution but first reflect on the problem. You must acknowledge the customers' feelings before attempting to propose a solution.

6. Your first response to a query is the most important. It may set the tone for the entire e-mail conversation. It will determine how they react to you from here on out. Don't approach aggressively. Go slow to go fast.

7. When finding a solution to customers' questions or concerns, ask open-ended questions. Avoid questions that will provide a yes or no answer. Customers may feel bullied by these questions. Don't narrow the information you receive. Yes or no questions do this.

8. E-mail is the perfect tool to use for honing your non-verbal communication skills. Remember to use the same language unless there is profanity included. By wary about the tone you are using. In response to the tone of customers, mirror their tone briefly in a positive way and finally slow down the tone. People like people who are like themselves. When replying to a customer relate to their interest or background (life, work, family).

9. When making a sales call to remind a past customer of your company, use this method. Start your e-mail with a focus on their interest, move
   The copyright of the article Use E-Mail as a Tool to Build Customer Loyalty in Online Marketing is owned by Chris McClean. Permission to republish Use E-Mail as a Tool to Build Customer Loyalty in print or online must be granted by the author in writing.

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