Communication is the key - Clear rules for telephone and e-mail communication in customer service
Good communication is not an optional extra - it is a must. Especially in customer service. Here, it decides on a daily basis whether customers hang up satisfied or inwardly quit.
The message is clear: communication can retain customers - or drive them away.
And yet this is exactly where things often go wrong in everyday life. Unclear emails, endless telephone waiting loops, vague statements - all small stumbling blocks that can be avoided. Prerequisite: a clear understanding of what is important in professional communication.
First impressions count on the phone - and they are quickly lost
A telephone call is still one of the most direct communication channels in customer service - and at the same time one of the most sensitive. The voice is our only tool. If you use it incorrectly, you risk misunderstandings, frustration or even escalation.
How it works in everyday life:
- Lose weight quickly - after the third ring at the latest. Nobody likes to wait.
- Welcome in a friendly, clear manner and by name: "Welcome to [company], my name is [name]. What can I do for you?"
- Listen actively, take the matter seriously, respond in a structured way.
- Identify solutions instead of hiding behind responsibilities.
- At the end of the meeting: Summarize, name next steps and set a time frame. Who will do what by when?
A well thought-out conversation creates trust - and that's exactly what we need to retain customers in the long term.
Which is not possible:
- A monotone voice, mumbling or speaking too quickly. This comes across as disinterested and makes it unnecessarily difficult for the other person.
- Phrases like "I'm not responsible" or "I can't tell you that". Yes, you can - if not yourself, then by forwarding it to the right place.
- Putting customers on hold without warning. Better: "I'll clarify this briefly. Please hold on, it will take a minute at most."
- Forwarding without context - this unnecessarily prolongs the problem-solving process.
Fact: A study by Zendesk shows that 70% of customers expect service employees to know their history - nobody wants to tell everything twice.
E-mails - clarity instead of a desert of text
Customer service emails are practical - but only if they are worded sensibly. Many messages are too long, too vague or simply incomprehensible. This leads to queries, delays and, in the worst case, dissatisfaction.
What belongs in every good e-mail:
- A subject that is precisely worded: "Update on the shipment of your order - feedback by 20.03."
- A clear structure: name your concerns, list relevant information, define the next steps.
- Clear calls to action with a deadline: "Please send us your feedback by Friday, 12 noon."
- Error-free, professional style - no capital letters, no flood of abbreviations, no "ASAP".
- A complete signature with name, function and contact details.
Which costs unnecessary time:
- Unclear subject lines: "Important information" or "One more question" say nothing.
- Emails without a concrete statement or clear responsibility.
- Too many recipients in CC - if everyone is addressed, no one feels responsible.
- Vague time specifications such as "as soon as possible". Instead: "Please by Wednesday, 2 pm."
- Five emails back and forth, although a short phone call would clear up the issue immediately.
Tip: The rule of thumb is: If it's still unclear after the third e-mail - pick up the phone
Good communication saves time, strengthens trust - and has a direct impact on customer satisfaction
Professional communication creates clarity. This reduces errors, speeds up processes and shows customers that they are being taken seriously. And that pays off.
Conclusion
Communication is not a soft skill, but a real success factor. Especially in the service sector. Whether on the phone or by email - those who communicate in a clear, friendly and structured manner gain the trust of their customers. And trust is the currency that counts in the end.
If your team regularly speaks or writes to customers: Make communication a priority. Invest in training, feedback and common standards. Because good communication doesn't start with the first sentence - it starts with the attitude behind it.
Optimize your service communication now!
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MACHWURTH TEAM INTERNATIONAL
Anna-Maria Hollmann
Graphics | Marketing
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