Using appropriate tone and language in written communication

Appropriate tone is vital when communicating with customers in writing.
Ensure your tone is professional and respectful. Courtesy is key, even when dealing with difficult situations.
Nevertheless, your tone should be approachable and friendly. Formality should not equate to ice-cold interaction.
Respond with empathy to complaints or issues. Saying things like “I understand how frustrating this must be for you” can help the customer feel understood and valued.
Use positive language whenever possible, even when discussing negative situations. Swap “That’s not possible” with “Let’s look at what we can do” for a more solution-focused approach.

Clear and straightforward language aids understanding.
Avoid using jargon or technical terminology, unless it’s necessary and you’re sure your customer will understand it. If you have to use it, provide a simple explanation.
Be concise but comprehensive. Give all the necessary details without being overly verbose.
Use correct grammar and spelling. Using language incorrectly can confuse your message and appears unprofessional.
Use an active voice as it makes your writing clearer and more direct.

It’s not just about how you use tone and language, pay attention to the customer’s too.
Learn to read between the lines. Customers won’t always state their feelings outright. If they seem frustrated or upset, respond with empathetic language.
Adjust your tone and language to match the customer’s when appropriate. If they’re formal, stick to a formal tone. If they’re casual, a more casual tone might be more appropriate. However, always remain professional.
Finally, remember that the ultimate goal is to provide excellent customer service. Using the appropriate tone and language significantly helps to achieve that.