Tech Support email Writing Exposed! copyright(c)2004 by Diane M. Hoffmann For a long time, I have been noticing --sometimes appalling-- way that people write emails. Too many do not bother to check their writing before sending out their emails. We see that in personal emails, business emails and on internet forums. The worst offenders being sales letters that are full of errors!
And, more and more, we see this sloppiness in correspondence of tech support groups who are front end customer service representatives!
Too common in virtual office:
Ok, small typos are understandable. We all make them. But BIG typos, one after another, along whole string of e-conversations can be very unpleasant to say least, and do not express a demonstration of customer appreciation nor professionalism.
Imagine standing in a real time face-to-face discussion and person you're conversing with stumbles at every other word, stringing together a couple of words at regular intervals, skipping pronouns and endings, and leaving off whole consonants and prepositions...
... and you had to put up with several of these communicators in your place of business within inter-personal activities of management, customers and suppliers day after day.
How would that feel? What would it say about those people you’re communicating with?
Well, this happens all time in virtual office!
Hard to take in Customer Service:
And it covers all spectra of email correspondents. But I wrote a report that covers specifically writing of those in profession of tech support who are as I already mentioned, front-end customer service representatives.
Just recently, I've come across a whole number of these e-communications while working with several technical support groups at various e-service establishments. These are million-dollar outfits. And I'm one of their *treasured* customers.
I show an on-going dialogue on an issue where, after several email exchanges, tech support person 'suddenly' realized that I 'was an affiliate' and therefore had been giving me wrong information all along -- but I had told him right at top that I *was* an affiliate.