Writing clearly and accurately

Aim to make your message as clear as possible when communicating in writing with customers.
Avoid jargon or overly technical language unless necessary. If you must use unfamiliar terms, make sure to provide simple explanations.
Be concise. Stick to the point and avoid unnecessary fluff.
Proper punctuation and paragraphing are important. They make the message easy to read and understand.
Make sure your tone is formal but not overly complicated. Remember, you’re communicating with a customer, not a colleague.

Always double-check the information you provide to customers. It should be accurate and up-to-date.
Ensure that you fully understand customer inquiries before replying. Misunderstandings can lead to inaccurate responses.
If you don’t know the answer to a customer’s question or are unsure about something, don’t guess. Refer to a supervisor or seek reliable sources for information.
Correctly spell customer names and any product names or other specific details. A misspelled name or incorrect detail can make your company seem uncaring or unprofessional.

Carefully proof-read your messages to customers to spot and correct any spelling or grammar errors.
Remember: a simple spelling mistake or incorrect use of a word can completely change your message’s meaning.
If you have time, you can try using grammar and spelling checker programmes to review your writing.
Always use correct grammar as this shows professionalism and respect for the customer.

Use a structure when writing to customers. Often, this includes introducing yourself, addressing the issue, and closing with an appropriate sign-off.
For complex issues, use bullet points or subheadings to break down information into manageable parts.
When appropriate, use a call to action. This is a statement designed to encourage the customer to take a specific action, such as calling a helpline or visiting a website.
Finally, always end your written communications with a professional sign off. This could be simple as thanking them for their time, or offering further assistance if needed.