Customer Service Idea Bank > Exceeding Expectations > Email tip: What do they want?
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Email can be very convenient, but it can also make it difficult to understand what a customer really wants without a lot of back and forth.
Here are two very simple tips to avoid misunstanding a customer's needs via email.
Tip #1: Before responding, take a deep breath, slow down, and ask, "What do they really want?"
Tip #2: If it takes more than two emails to figure out a customer's needs, pick up the phone and call.
Last updated on August 22, 2012 by Jeff Toister
