A Written Smile
Customer Service Part two
Smiling through words can be easily accomplished within a few short moments while using the message system on eBay or most any type of message system, the same rules will apply. A kind, positive word will point the reader in a positive direction and set the “feel” for a productive path of communication. By including complimenting words in sentences, you will not only express a written smile but you will also set the mood of the message.
Smiling through words is contagious! Once the reader reads the message they will pick-up on the “vibes” and 9 times out of 10 will respond with a return written smile by giving back a kind word in their reply.
Customer service is more than just answering questions through the message system; it’s about being respectable during the process. Showing respect through written words will gain written respect in return. Thoughtful, caring words, no matter what the situation is will always turn things around and set a pace which leads to kindness.
Single word responses tend to leave the reader with a cold feeling wondering what they did wrong and may lead the other person to “put up their guard” even when there is no need to. It’s common nature to try to “read” into words, even when there is no “hidden” meaning behind the word. It is only the way of the world. I suggest avoiding this at all times even if it’s easy to just write back with ONE word. The message can still be finished off with a happy tone, such as:
- • All the best and your name
- • Thank you and your name.
- • Have a great day and your name.
- • Appreciate it very much and your name
A signature is a sure way to close the conversation. Ending with a happy tone is a must and a good rule of thumb to live by.
Also, never assume the other person is mad or angry and never try to read too deeply into words or a word. It could be they don’t have a way with wording their feelings or expressing themselves and this could be a great opportunity to help educate other eBay members and message writers on how to add a smile to their words. After all, a kind word can go a long way and a kind word can put a smile on your face that can last for days!
This post is part of a series I’m doing about Customer Service. Further reading: Part One “Can you hear me smiling"http://www.practicalecommerce.com/blogs/post/865-Can-you-hear-me-smiling-
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