Developing a professional writing style

Developing a professional writing style

Professional Tone and Language

  • Always maintain a professional tone in written communication with customers. Despite the informality of some channels like email or live chat, professionalism needs to be constant.
  • Limit the use of informal language or slang. Not only can it come across as unprofessional, but it can also cause confusion if the customer isn’t familiar with the terms used.
  • Use polite phrases such as ‘please’ and ‘thank you’ to reflect politeness and respect.
  • Emphasise positive language. Try to focus on what you can do for the customer rather than what you cannot.
  • Be careful with humour. What seems funny to one person might offend or confuse another.

Consistency in Writing

  • Keep your writing style and language consistent, which helps to create a coherent and understanding communication with the customers.
  • Maintain consistency in the brand’s voice. Stick to your company’s guidelines about the kind of language to use and the level of formality.
  • Consistency should also be extended to how you address the customer. If you start a communication with ‘Dear Mr Smith’, keep that formality throughout the communication.

Responding to Negative Feedback Professionally

  • Always stay composed and professional when responding to complaints or negative feedback.
  • Start by acknowledging and empathising with the customer’s frustration. Simple phrases like ‘I understand why you’re upset’ go a long way.
  • Admit mistakes when they occur. Customers appreciate honesty and it can help rebuild trust.
  • Avoid defensive language. Focus more on understanding the problem and finding a solution rather than arguing or justifying why the issue occurred.
  • Apologise sincerely when necessary. An apology can go a long way in maintaining customer relations.

Using Relevant and Concise Content

  • Keep your messages relevant and to the point. Including unnecessary information can make clients lose interest or get confused.
  • Be concise. Ensure your message is direct and simple without being overly brief or impolite.
  • Tailor your message to suit the customer’s enquiry to keep it relevant. Avoid using generic, copy-paste responses.
  • Be prompt in your communication. Quick responses signal to the customer that you value and respect their time.
  • When giving bad news or saying “no”, ensure you explain your reasons clearly and offer alternatives where possible.