Tag: Email Best Practices

For the Last Time, It’s Not Okay to Say, “Your Welcome.”

I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message.  Here’s what this driver had displayed on his flashy license plate border:

“If your reading this, than your to close.”

Do you see what I saw? Not one, not two, but four typos! The message should read:

Are your emails to customers as good as this email I got from Nik Collection?

Some of  you know photography is my passion. Whenever I can steal away to take photos, I seize the opportunity. I had just such an opportunity yesterday. Yesterday afternoon, after wrapping up a big and […]

Before You Send That Email to a Customer…

Last week I talked to you about how to ruin your corporate reputation in just one email thread and I shared an email exchange that just takes the cake. I got a lot of reaction […]

How to Ruin Your Reputation In Just One Email Thread

So I’m sitting in my office preparing marketing copy for my How to Respond to Customer Emails web training event when my Assistant walks in, takes over my computer and Googles something about an email […]

How Southwest Airlines Rebuilds Trust After Service Failures

Explaining Why/How a Problem Happened Helps Companies Regain Goodwill and Rebuild Trust A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happened. Taking the […]

How to Be a Fantastic Chat Agent

I recently chatted with a QVC Customer Service Representative about the status of a product return. I only wanted to confirm that my return was received, but I walked away from the chat session with a Beyond WOW reaction. The WOW started with this message from the Representative:

 “Ms. Golden, I’m so sorry the Canon Vixia HV30 MiniDV HD Camcorder hasn’t been processed as of yet.  I know you’re anxious to have this completed.  The return processing time can take up to 17 days from the date an order is returned to QVC.  I hope your item is processed soon.”

QVC ChatFour important things happened here. And when you do these four things in your chat interactions, you will deliver a fantastic chat experience.

What should we look at when it comes to monitoring emails?

Myra’s answer to What should we look at when it comes to monitoring emails? Typical standards to monitor in email correspondence include: Email introduction Query/Problem introduction Resolution Proper closing time Response time Spelling, grammar, punctuation […]

SMH (scratching my head)

I just got an email complaint from a customer who attended my Before You Hit Send webinar. The webinar discusses why so many companies blow it with customer email and how my viewers can do better.  A […]

How Should You Handle a Customer Complaint Over Email? Here Are 7 Tips To Get You Started.

 “Hi Myra. What advice can you share about best practices for responding to a customer’s complaint over email?” –Albert Myra’s Answer Hi Albert. Every email that goes out from your customer service team has your company’s […]