The 5 main pitfalls in written communication to customers
Verbal communication is important. Of course. But so is written communication. And because we have time to prepare it, it should be correct everytime!
Admittedly most of the training that To Market focuses on is around verbal communication. However ensuring that your team communicates in the way that you would want and consistently, is important to building good customer relationships.
Having read some studies on why written communication goes wrong, we come up with the following frequent factors;
- Too much to do, not enough time to spend on it
- Didn’t proof-read it
- Didn’t properly read what they’d sent to me
- Person receiving it misunderstood what I was trying to say, (either deliberately or honestly.)
- The tone is wrong and comes across as brusque or harsh
I’m sure we can all identify with these. We’ve all done just about all of them. I know I certainly have. So, now let’s consider the inherent dangers in written communication.
- It’s a permanent record
- Has a long shelf life
- Can and is used to make binding agreements between people
- It can easily be misinterpreted, because the element of expression and tone is missing
So, give thought and consideration to what you put down in writing. Reread it. Get a colleague to also look over it, if the subject is potentially contentious. Don’t send and then regret it. Consider how you’d receive it, if you were the recipient.
This subject is all part of the communications skills package To Market offers to clients across the Midlands. Getting new customers is hard-fought, so don’t then lose them by communicating poorly. We help your clients achieve better communication with more customers, more often. Telephone skills training across the Midlands in Leicester, Northampton, Birmingham, Solihull, Coventry, Rugby, Daventry, Corby, Wellingborough, Kettering, Oakham, Uppingham, Milton Keynes, Bedford, Peterborough, Cambridge, Newmarket and St. Ives. For more details contact firstname.lastname@example.org or call 01858 461148.