Taking Care of Busines... E-mail

In this digital day and age, communicating through email is getting more and more important. This is of course also true for customer service and help desks.

Looking at the incoming stream of calls I see a growing trend of email communication.

Most companies have a protocol for handling telephone calls, but taking care of business email is clearly underestimated. I have assembled 12 valuable tips you can use directly to improve how you or your company is handling email.

1. Keep your customer in mind:

As with everything you do, keep your customer firmly in mind: Is this info appreciated? Is the tone of voice appropriate for this customer? Could the customer be offended? It is best to place yourself in front of the customer, as if you are face-to-face, talking to each other. Choose your words wisely. Format your email professionally.

2. Canalize your business email streams:

Customers are emailing you for many different reasons; they may have a sales question, or just wants some info, or have a complaint. By creating different mailboxes for the different streams customers can help you by selecting the most appropriate mailbox for their request. And they will do it, if you tell them that it will speed up the process (for them).

3. React quickly (within 8 hours):

Email is a fast medium. Customers expect a quick reaction when they use email. Same day response is the ABSOLUTE minimum, but to make a good impression you should make every effort to react within 8 hours. All the time. No exceptions.

4. Use auto responders:

Don't make customers guess whether the email they sent has arrived at your company. Make use of auto responder technology to send a confirmation immediately.

5. Choose your subject wisely:

Customers are getting lots of email every day. They scan the subject field and from field to see what's of interest. So make sure your subject line attracts the customer, and doesn't look like a load of SPAM. So, do not use ALL CAPS or overuse exclamation points!!!!

6. Proper salutation:

Think of your customer: would he rather be greeted with "Hi Erwin!" or "Dear Mr. Steneker"? Don't fall in the trap of the fact that email feels informal. Choose a salutation that fits your customer.

7. Spell the customer's name correctly:

OK, I know this is an open door, but so many folks don't take the time and effort to properly spell the name of the customer. And a misspelling puts down customers FAST. Think how you feel when your name is spelled incorrectly.

8. Introduce yourself:

Remember tip #1? You have to put yourself in front of the customer. So what is the first thing you do when you meet a customer? You introduce yourself! Don't let your customer guess who he is "talking" to.

9. Format your email:

Email is mostly read on screen, so format your email accordingly. Use short sentences and plenty of white space. Also make sure that your text lines are a maximum of 60 characters wide, otherwise they may strangely be truncated, with one or two words flowing over to the next line.

10. Emails and Emotions:

Emails are notoriously bad for conveying emotions. If you feel it is appropriate for your customer, you can make use of so-called emoticons. Emoticons are combinations of letters and punctuations that are designed to show emotions. Here are some examples (Note that you have to tilt your head left to see it):

:-) Smile

:-P Extending tongue

:-( Sad

:'-( Crying

:-D Big smile

;-) Wink

8-) Cool

*

---

Google News Updated : Fri, 29 Aug 2008 18:25:37 GMT Evacuations begin in Louisiana - Houston Chronicle Calgary Herald Evacuations begin in Louisiana Houston Chronicle - 1 hour ago By DANE SCHILLER Copyright 2008 Houston Chronicle NEW ORLEANS - About 1000 disabled and elderly residents west of the city are being evacuated this afternoon and New Orleans officials are considering whether to order more people out of the projected ... Video: New Orleans Braces For Gustav CBS Gulf Coast prepares as storm Gustav approaches The Associated Press BBC News - ABC News - Bloomberg - The Swamp - Tribune's Washington Bureau all 4,379 news articles Publ.Date : Fri, 29 Aug 2008 16:56:04 GMT Microsoft to Buy Greenfield, Adding European Web Shopping Site - Bloomberg Siliconrepublic.com Microsoft to Buy Greenfield, Adding European Web Shopping Site Bloomberg - 1 hour ago By Phil Serafino and Dina Bass Aug. 29 (Bloomberg) -- Microsoft Corp., seeking to catch Google Inc. in the Internet-search market, agreed to buy Greenfield Online Inc. for $486 million to add Web sites that help consumers find product reviews and ... Survey Says ... Microsoft Is a Smart Shopper Motley Fool Microsoft to buy price comparison website Financial Times BetaNews - Red Herring - Web Host Industry Review - Xconomy all 356 news articles Publ.Date : Fri, 29 Aug 2008 17:24:21 GMT In Lack of Health Insurance Coverage Texas Is First - eMaxHealth.com Ontario Now In Lack of Health Insurance Coverage Texas Is First eMaxHealth.com - 3 hours ago Texas is at the top of the heap again - this time we are the most uninsured state, health care-wise, in the country. Oh wait, being without health insurance coverage is not a good thing, is it? Number of uninsured Americans drops Bizjournals.com Update2: Number Of Americans Without Health Insurance Drops eFluxMedia dBTechno - UT The Daily Texan - Bolingbrook Sun - U.S. News & World Report all 336 news articles Publ.Date : Fri, 29 Aug 2008 15:22:00 GMT Gustav on the Brink of Explosive Development - Washington Post Telegraph.co.uk Gustav on the Brink of Explosive Development Washington Post - 1 hour ago Over the past 48 hours Tropical Storm Gustav proved it was a survivor, as it withstood difficult journeys over Haiti and Jamaica. Now it may turn into a monster. Video: Gustav Set to Batter Cuba, Enter Gulf of Mexico AssociatedPress Gustav threatens Caymans after swamping Jamaica The Associated Press KIII TV3 - AFP - Voice of America - AccuWeather.com all 5,361 news articles Publ.Date : Fri, 29 Aug 2008 17:05:23 GMT Detroit mayor's political future back in court - The Associated Press Washington Post Detroit mayor's political future back in court The Associated Press - 1 hour ago DETROIT (AP) - A lawyer for Mayor Kwame Kilpatrick asked a judge Friday to freeze next week's hearing that could remove him from office, accusing Gov. Judge to decide Tuesday on mayor's bid to halt ouster DetNews.com Hearing under way on suit against Granholm Detroit Free Press Chicago Tribune - Crain's Detroit Business - MyFox Detroit - New York Times all 1,672 news articles Publ.Date : Fri, 29 Aug 2008 17:06:32 GMT Thai Protest Stops Trains and Planes - New York Times Times Online Thai Protest Stops Trains and Planes New York Times - 54 minutes ago By THOMAS FULLER BANGKOK - Protesters in Thailand ratcheted up their campaign to oust the government on Friday, broadening their occupation to stop trains and block provincial airports, as well as waging an unsuccessful attack on police headquarters ... Thai rioters attack police station Aljazeera.net UPDATE 8-Thai protests hit police HQ, disrupt airports Reuters The Associated Press - guardian.co.uk - United Press International - AFP all 2,319 news articles Publ.Date : Fri, 29 Aug 2008 17:31:31 GMT Mayor Melton Advises Public of West Nile Precautions - WLBT-TV Mayor Melton Advises Public of West Nile Precautions WLBT-TV - 57 minutes ago When planning outdoor activities this Labor Day weekend, Jackson residents are encouraged to reduce their risk of contracting West Nile virus by protecting themselves from mosquito bites and removing sources of standing water near their homes. DELAWARE: West Nile virus appears later than usual Bethany Beach Wave West Nile victim's widow ponders his death Newsday Los Angeles Times - eFluxMedia - WSYR - The Olympian all 545 news articles Publ.Date : Fri, 29 Aug 2008 17:28:14 GMT RSS For Web Pages Increase Search Engine Traffic

PARLOT::Ebooks, Scripts, Websites, and more...

Adsense websites

Stop Buying Email Lists

The saying "Quality, not Quantity" is applicable even to the... Read More

Why You Need a Newsletter

If you're a small business owner you definitely need promotion.... Read More

A Guide To Automated Email Marketing

You've probably heard the expression, 'the money isin the list'.... Read More

Learn How to Double and Triple the Size of Your Opt-in List by Helping Others

I think first of all, everybody deserves to have a... Read More

7 Key Items To Include In Your Email Signature File

One of the most important and often overlooked methods of... Read More

5 Ways to Get Better Email Marketing Data Quality at Point of Collection

Adestra provide email marketing services to a host of UK... Read More

What is Gmail?

Like most other prime search engines, the ability to freely... Read More

Online Marketing Through Newsletters

So you want to start publishing an online newsletter? Why?... Read More

Viral Marketing with Your Signature File

Computer viruses are usually a bad thing. They can compromise... Read More

Do You Ponder the Automatic Responder?

* The Automatic Responder is generally referred to as an... Read More

E-mail Whitelist Etiquette

A big-time dilemma is brewing online. In an understandable attempt... Read More

8 Ways to Get More Email Addresses On Your List ... Today

Whether you've got 100 or 100,000 people on your email... Read More

Paradigm Shift for the New World

In the business world, the primary focus is on selling... Read More

Email Marketing - The End Is Nigh!

Consider if you will the resources, the time and the... Read More

Email Autoreponder ? How to Put your Business on Autopilot

Answering emails can take up a significant portion of the... Read More

Email Marketing - Whats the Situation in April 2005?

Email is still the King in Internet marketing. Many people... Read More

Use Autoresponders, to Build Relationships In Your Affiliate Marketing

It's true that "content is king," but equally important to... Read More

Wise Ways To Build Your Email List

Just about every successful Internet Marketer will tell you that,... Read More

A Review on Email Go Getter System (EGGS)

A Review on Email Go Getter System (EGGS) by Martin... Read More

New Realities for E-Mail Marketing

Spam e-mail is no longer the mild irritant it once... Read More

Having an Opt In List As an Affiliate Marketer Is Crucial

What is an Opt-in List and what is its significance... Read More

Viral Marketing Tips: Greeting Cards

When we speak about viral marketing, we are not talking... Read More

Choose Your Email Marketing Software Wisely

Successful online business can't be led without email marketing. Many... Read More

Email Etiquette: How To Send Emails People Will Read

You may remember a time before there was email?a time... Read More

Benchmark Study of Email Database Services

-- Email Appending and ECOA Match Rates Revealed --NEWTON, MA,... Read More