My dad recently booked a flight online and couldn’t fig­ure out how to choose his seat assign­ment. Every time he went to click on a seat, the site prompted him to pay more money. It didn’t mat­ter what sequence he clicked, he could not get a seat assign­ment. In this sit­u­a­tion, email or chat sup­port would have been help­ful. Since he already bought his ticket, he wasn’t about to choose a dif­fer­ent air­line, but he was disgruntled.

Cus­tomer Sat­is­fac­tion is the Key to Retain­ing Customers

If the air­line had an email sup­port func­tion, an agent could have assisted my dad and left him feel­ing taken care of. Mak­ing plane reser­va­tions is never a fun task. You never seem to be able to find an afford­able flight with short lay­overs on the date you want and espe­cially at the time you want. While I was research­ing back­ground on this blog post, I stum­bled on a web­site called hipmunk.com. This web­site takes the has­sle out of fly­ing and puts cus­tomer sat­is­fac­tion at the fore­front. They show every pos­si­ble flight within your para­me­ters side-by-side. They offer email com­mu­ni­ca­tion, or they have a live tab where you can chat with some­body instantly. Cus­tomer sat­is­fac­tion achieved!

Email Train­ing Can Improve Cus­tomer Satisfaction

Accord­ing to indus­try experts, the most impor­tant thing a com­pany should focus on is cus­tomer ser­vice. While I def­i­nitely agree, we need to keep up with our evolv­ing world. As our world rapidly trans­fers online, our efforts need to match.

Email sup­port is a great tool if you are will­ing to invest in train­ing. Email and chat com­mu­ni­ca­tion skills train­ing will help your employ­ees com­mu­ni­cate online in a pos­i­tive, pro­fes­sional, clear, and con­cise man­ner. Build­ing rela­tion­ships can be dif­fi­cult online. Equip your employ­ees with the tools to pro­vide cus­tomer satisfaction.

Tips to Build a Good E-Relationship

• Use pos­i­tive language
• Per­son­al­ize each email
• Empathize with the client
• Use punc­tu­a­tion and for­mat­ting to give emphasis

What You Can Learn From Email Training

Email train­ing will teach your employ­ees the skills they need to han­dle con­stant email com­mu­ni­ca­tion and still achieve cus­tomer satisfaction.

Skills Employ­ees Will Learn from Email Training

• How to cre­ate attention-grabbing sub­ject lines
• How to struc­ture the mes­sage so the reader takes the appro­pri­ate action
• How to ques­tion and respond with value
• How to com­mu­ni­cate positively
• How to man­age chal­leng­ing clients

If your com­pany isn’t already invest­ing in email train­ing or prac­tic­ing email com­mu­ni­ca­tion, maybe you should give it a try! Offer online sup­port; your cus­tomers will thank you.

We are advo­cates for pro­vid­ing cus­tomers the best expe­ri­ence pos­si­ble. Impact Learn­ing Sys­tems is the leader in cus­tomer ser­vice skills train­ing and con­sult­ing. Cus­tomer ser­vice is all about the pos­i­tive expe­ri­ence you provide.

Sarah Hedayati

View all posts by Sarah Heday­ati or explore Sarah’s web­site