Do’s & Don'ts
A staff guide.
Objective:
This document serves as a blueprint for cultivating professional, resilient, and synchronised lines of communication.
We aim to ensure that our team responds promptly and consistently, keeping our clients connected and informed about the latest developments. We prioritise fostering a sense of connection and keeping our clients abreast of relevant updates.
Additionally, we expect our team to prioritise swift responses while upholding our core values.
It's crucial for staff to care for customers because it ensures:
- Repeat Business: Happy customers return, boosting revenue.
- Reputation: Good service builds a positive brand image.
- Loyalty: Strong relationships lead to repeat business.
- Differentiation: Great service sets a business apart.
- Referrals: Satisfied customers bring in new ones.
- Problem Solving: Addressing issues prevents negative feedback.
- Growth: Happy customers drive business success.
10 top do's and don'ts for staff when emailing or engaging with clients:
Do’s:
- Use a professional tone.
- Personalise when appropriate.
- Provide clear and concise information.
- Respond promptly.
- Proofread before sending.
- Offer solutions.
- Include relevant attachments or links.
- Acknowledge receipt of their email.
- Follow up or chase information when necessary.
- Express gratitude.
Don’ts:
- Use jargon or technical language.
- Send incomplete or vague responses.
- Use overly casual language.
- Ignore the client’s questions or concerns.
- Use all caps or excessive punctuation.
- Be overly familiar.
- Forward emails without permission.
- Delay responses unnecessarily.
- Make promises you can’t keep.
- Forget to include contact information.
DO'S:
DOnt'S:
When emailing clients, it’s essential to maintain professionalism and clarity. Use a polite and personalised tone, addressing clients by name and providing concise, helpful information. Respond promptly, acknowledging receipt of their email and offering solutions to any issues raised. Remember to proofread for errors and include relevant attachments or links as needed. Follow up when necessary, ensuring you fulfil any promises made and express gratitude for their time.
Avoid using technical jargon, being overly casual, or ignoring their concerns. Never forward emails without permission or delay responses unnecessarily. Keep communication respectful and professional, avoiding all caps, excessive punctuation, or overly familiar language.
Always include your contact information for further inquiries or assistance. By adhering to these guidelines, you can maintain positive and productive relationships with clients through email communication.