Real people are just a call away, and you can explore our online resources at any time. Through this High Performance Newsletter , Derek Stockley provides free business articles and commentary related to optimising individual and organisational performance. Read More [I like the] professionalism, convenience, and ease of doing business with CompanyNewsletters. Customize with a drag, drop, and click. On the Support Driven site you can find anything from a-day-in-the-life-of stories to community-generated reports on salaries and team size.
The author of this article, David Kandler, is founder, owner and president of CompanyNewsletters. Learn more about how his firm can help your company produce printed and electronic newsletters.
With the right mix of article topics, your customer newsletter can be an effective marketing tool. These types of articles are commonly found in the customer newsletters that Company-Newsletters. Current events and how they impact your business and customers: Let your readers know how current news events are impacting your company and its clients. For example, a company that builds or remodels homes may want to use a newsletter article to warn customers that recent hurricane damage is causing increased demand for lumber, so material prices are expected to climb higher.
An accounting firm may want to use a newsletter article to explain how recent changes in a tax law will impact its customers. New or little-known uses for your products: If you discover and publicize new uses for old products in your customer or marketing newsletter, you will likely increase sales of these products.
Plus your customers will enjoy reading about how your products can be used in new and different ways that will benefit them. For this type of article, interview a customer that uses your products in a new or different way, and quote the person regarding how exactly he or she uses your product, how the person benefits from the new use of the product, how the customer is impressed with the quality of the product, etc.
This type of newsletter article is similar to a lengthy customer testimonial that you might find in a marketing brochure. Interview one of your best customers and quote them as to: See a sample customer profile article that CompanyNewsletters.
Making a difference in the community: Publicize your charitable contributions — whether they are monetary or product related — in your customer newsletter. Also write articles about how your employees are actively volunteering in the community. Your customers will feel good knowing that they are doing business with a company that gives back to the communities it serves.
An employee profile article is also a good tool to demonstrate how your company is staffed by dedicated employees who believe strongly in serving and pleasing customers. You could quote the supervisor as to how dedicated the employee is and list all the positive traits that the person brings to the job. These articles show customers that they are not just dealing with a sterile, faceless, large corporation. Employee profiles demonstrate that they are dealing with a vibrant company whose success is due to its many highly qualified employees who are dedicated to uniquely serving each customer.
Sometimes a quick, good-old-fashioned call works best. Keep it personal and human and consider if a letter or email is really the right medium. For example, if the customer has sent three or more letters over an issue, it might be best to pick up the phone to nip any rising customer frustration in the bud.
As an example of how this four-part approach can be made actionable, below are two examples of customer service letters that were written by a car insurance company in response to the same customer query. The first response is how the company originally thought of replying to the customer, following their old procedures. The second example is a rewrite of the first, which was created under the guidance of the four-stage approach.
The letters are responses to a customer query which asked: Personal Belongings cover is provided for the loss of or damage to some personal effects while in or on the insured car. The insured must take reasonable care of the property and this does not extend to money, credit or debit cards. The amount payable will be shown on the Policy Schedule. Mazaru and independent researchers ICM shared both car insurance letter examples with 2, consumers.
The results suggested that the car insurance company could benefit in each of the following ways by permanently switching to the style of the rewrite:. After reviewing the great results of the rewritten customer service letter, we wanted to create a template for a customer letter that was clear, credible, answered and used the correct tone.
What does the customer want to know? Why have you sent them this letter? Give the customer the info they need. Tell them what they should do and give them everything they need to do it. Please let us know if you need anything else.
Let them know the best way to get information online or how to contact and when. You can email us at [address] or give us a call on [number]. While many may question the use of templates, this example will help the contact centre to create a framework to make communication easier for advisors across all channels. It provides an easy-to-follow structure, while giving guidelines on where to personalise the response.
Templates do have their value, as Fran tells us: Templates just need to be really well constructed, form part of an overall framework and be supported by training and QA Quality Assurance. So, when we advise you to use a template, it is better to present guidelines in a structure like the example above. Avoid templates with most of the wording already filled out, which advisors are asked to: We have come up with a list of letter-writing tips to be shared with advisors alongside the template highlighted above.
Acknowledging this is a great start to the conversation. It is best for an advisor to write as if they were explaining things to a friend or family member. So, try to break up long chunks of information into short sentences, stick to one idea per sentence and use simple words instead of complex phrases and acronyms.
As Fran Fish says: For service, we need to pare this down, to share information in a much simpler way. Bullet points and headings are especially useful for this. This is according to Fran, who says: There are simple techniques that can be learned to make letters professional and clear, without making them formal. The trick is developing a tone of voice that fits your brand. Active language helps to take ownership of the customer query.
If the sentence still makes sense, it is written in the passive. To add value to the letter, direct the customer to any additional documents or guidance notes. This can help the customer to easily find information for themselves and prevent them from having to write to the contact centre again.
In turn, this helps to reduce repeat customer contacts. However, make sure further reassurance is offered, so the customer feels happy to contact again with another query. The template presented earlier gives further reassurance to the customer, offering them the chance to contact again and presenting further contact details. This helps to open the dialogue further.
Most customers are familiar with the feeling of dread that comes with making a complaint to a company… How long will I wait on hold? Will they believe me? Will my issue be resolved? Opening up the dialogue early and promising a positive response helps to remove this worry from any follow-up contact that may be necessary.
free info customer service newsletter tips articles. Send complimentary demo code for efwaidi.ga Send no-charge DVD training course for evaluation Free Video Service Lessons * . These types of “tips” articles are usually the most-read stories in a customer or marketing newsletter. 7. Product or service profile: In each issue of your newsletter, try profiling a different product or service that your company offers. a customer newsletter by David Kandler Editor’s Note: The author of this article, David Kandler, is the founder and president of efwaidi.ga, an Internet firm that produces newsletters for companies throughout the United States.