One Simple Tip That Leads To Excellent Customer Service Skills

Excellent customer service skills

If you’re looking to improve your own or your employees’ email communication… this one tip is going to help you develop excellent customer service skills in your company starting today.

First, let me ask you a simple question…

Have you ever received an email that made you feel awesome?

I sometimes feel like the art of letter writing has been lost. And when I talk to people who have spent a lot of time in the corporate world, I understand why.

Simple Email Writing Tips to Improve Your Customer Service Skills #entrepreneur #womeninbiz

How Not To Write Your Emails

I’m about to share with you how to “give good email” but first I need to show you how not to write your emails.

After my husband quit his job, he was writing an email to our team and when I was reading it over, I cringed. “Why don’t you write like a real person?” I asked.

“Oh, I used the ‘idiot filter’ so it should have come out sounding nice.” he said.

“What’s the ‘idiot filter’?” I asked.

“Here’s how it works: you write a sentence, and then you add the words ‘you idiot’ at the end. If it sounds like the phrase ‘you idiot’ fits in with your sentence, then you need to rewrite the sentence because it’s going to come across the wrong way.

For example: “Hey, did you try plugging in the computer before you hit the on button, you idiot?” That sounds right, so we’d need to rewrite it.”

Wow. I had no idea that people were being taught this rule, and it explains a lot about all the bad customer service experiences we’ve all had with big companies!

So my first order of business was to help my husband re-learn how to write emails that are both encouraging, useful, and that make people feel great.

My goal was to make sure we all knew how to hone our email writing habits so we’d have excellent customer service skills, and build from there.

Excellent Customer Service Skills Start With 1 Rule For Writing Good Emails

The name for my rule? It’s called the “Hey, gorgeous filter”, and it’s way easier to use too!

You just start writing, and add “gorgeous” at the end of your sentence. If it feels out of place, then it’s time to rewrite your sentence so that saying gorgeous at the end feels natural.

No double negative stuff here. It should just flow!

In our computer example, it might sound like: “Hey, sometimes wires get unplugged or crossed, why don’t you check to see if your computer is properly plugged in and try the on button again, gorgeous.”

See? So much easier, and the person reading that email is going to feel taken care of, loved, and supported.

Another great way to give good email is to truly think of the other person who is going to be receiving it. Sometimes when we just have a name or an email address to go by, we can get snippier, or forget that we’re actually writing to a real human being with their own hopes, fears, and dreams.

And you never know what someone might be going through when they hit send on an email. I truly believe that if all used the “hey gorgeous filter”, there would be a lot more happy customers and fans, and a lot less frustrated people in the world.

By the way, this rule doesn’t just apply to email. It works in real life situations, on the phone, and when you’re writing sales copy too!

The most important thing you can do for someone is to come from a place of understanding.

Never make someone feel inferior when you can uplift them instead.

That’s my philosophy when it comes to interacting with people, and you’ll notice that I never make fun of or single out any of my readers…unlike some other marketers and business owners.

I also believe that how we treat people and teach others how to treat us really impacts the types of emails we get. So if you don’t want any snippy unhappy emails, don’t send any!

Be sure to pass this video along to your team members who are responsible for answering emails for you, and also to any fellow business owners who could benefit from giving great email too!

Now I’d LOVE to hear your comments. Have you ever heard of the “you idiot filter” or has it been used on you before? How did it make you feel, and how have you been able to shift sticky written communication issues for the better using the “hey gorgeous filter”?

 

49 Responses to One Simple Tip That Leads To Excellent Customer Service Skills

  1. So true, so true, so true! Well put and I think the “hey gorgeous” filter could be added to verbal delivery as well…”you might want to pick up that cup of coffee that you left on the coffee table in case it gets tipped over, gorgeous”….sounds so much better than “can you pick up your coffee cup please?”…..I am thinking of my lovely husband when I write this!

    • I’m the opposite… I hate hearing “you might want to” in conjunction with something I haven’t done, someone else wants me to do, or haven’t thought of. I’d rather just get the plain-speaking “could you pick this up.”

      The whole “you might want to” when I clearly don’t want to (or didn’t notice) just rubs me up the wrong way.

      I suppose that tone and phrasing would make a lot of difference.

  2. Nathalie,

    I absolutely LOVE the “Hey Gorgeous” filter twist – such a fun way to ensure that emails and conversations are coming from a happy place! Can’t help but smile even thinking about it!

    I recently offered free mini readings for newsletter subscribers and this was a keen example of “You never know where someone is coming from when they hit send on an email” – by using the “Hey gorgeous” (without knowing that’s what I was doing) I was able to make sure I was sending emails filled with love (and there were a ton!) – and the response was great. People were so appreciative of feeling heard. And I never felt overwhelmed when sending them.

    Thank you for sharing this today – love it!!!
    xoxo
    Licia Morelli

    • Yay Licia!! So happy to hear that and I totally agree that people want to be heard. It’s amazing how it also shifted how you felt when writing, too.

      Way to go!

    • Yes, I can see that…sending out good vibes in advance. :)

      I like the gorgeous filter but I’d never heard of the idiot filter and it made me chuckle. But I think hey gorgeous is a lot more useful.

  3. Honestly I have now shared this everywhere I can think of! thank you, thank you, thank you for it! I had a poor experience this morning and this simply made me feel better and was a great reminder for how I want to ensure everyone feels when they interact with me.

  4. OMG – I so needed this advice! Just yesterday I caught myself proof-reading a post in my “corporate scientist” voice (you know: factual, intellectual and cold)! Good thing I haven’t posted it before seeing this gem of a video. Merci Nathalie!

  5. love love love it, gorgeous!

    I’m a customer service agent part time, starting my business on the side. This filter is great both in my job, business, and other communications both online and offline. Love the sweetness with which you did the video too.

    Thank you gorgeous!

  6. I love how simple this is. I’m always nervous about sending emails out, but I think this will definitely help me. Thanks for sharing.

  7. I was literally laughing out loud at your husband’s cameo. ‘You idiot’ filter – priceless. I’d never thought about it until I watched this video, but I think I use a ‘smiley face’ filter. If each sentence doesn’t look like a smiley face would fit in at the end, I might need to re-write it! :)

  8. I just love this. I’ve been really struggling in emails with switching off my formal corporate voice and switching on my soft cuddly yoga teacher voice. I’m definitely going to try the “hey, gorgeous” filter!

  9. I’m shaking my head laughing. Is the idiot rule for real? I assume so. Anyways, I really like what you suggest about writing emails. I like the “gorgeous filter.” Thanks again for great business advice!

  10. I LOVED the “hey gorgeous” filter. I am often concerned about my tone in my emails, blog, social media, any written form, especially since I can feel obnoxious at times :) (that’s my “hey gorgeous” smiley). Thanks for sharing!

  11. What a great way to check that your email sounds good enough.

    I always just re-read as if it were to me – that way I know if I’m being nice enough because I’ll feel nice about it after reading it!

    Totally agree that you can either be kind and uplifting with your emails, or not, and what’s the point of adding extra downers to the world when it takes no extra time to be kind or sweet or funny?

    Brilliant post Nathalie – love the hubby’s cameo too!

  12. Sweet words are moist, delicious, nutritious. Gorgeous! Whets the appetite for more and lubricates connection.
    Bitter words are drying, distancing and leave the reader/listener cold and hungry.
    I personally love to be ‘buttered up’ if someone wants to make a good connection with me, as long as the intent is genuine.
    Nathalie, thanks SO MUCH for this playful illustration of how our emotional intent ALWAYS shines through, even via the little black bits we peck out onto a screen!

  13. Thanks for such a simple but POWERFUL strategy, Nathalie! Having worked in the clinical arena for the last 7 years, I’m finding really hard to return to my true writing voice. I tend to sound very sterile these days! Using the “Hey Gorgeous filter” is definitely going to point out those areas where I get a little too academic & jargony!

    Thanks again!

    Bless,
    Molly

  14. Hi Nathalie

    I must have this problem because although I love people and get a real buzz from doing things for others, more so than myself, I get few reply’s, so I am going to implement this right away – gorgeous.

  15. Totally agree!I always go out of my way to be friendly in emails (ahem…now – it honestly wasn’t always the case) and I usually get a very positive reaction back plus, people seem to be quicker to respond and much more helpful – besides, why not be nice? You feel better about yourself and you never know when you are making someone’s day! I find this rule also applies on Twitter, Facebook etc. Isn’t there a saying about how people may forget what you say, but they will never forget how you make them feel? It doesn’t just make great business sense – it makes great people sense too. Right, gorgeous;-)

  16. One good thing I learned working in the corporate world is how to (and not to) respond to people, especially via email.

    So many employees would get bogged down in inbox overload, but I found that if I just took an extra 1 or 2 minutes to fully answer the question in a loving way, people stopped emailing because they felt taken care of.

    I guess just like most things, when you put in the right time up front, you don’t have to spend the wrong time later.

  17. OMG!! The “you idiot” filter? LOL
    that was pretty funny.
    Never heard of this and this video seems like it should be common sense but I guess you’re right.. if hubby didn’t know, there has to be a lot of people who don’t!
    good call!

  18. Thank you for this useful tip that will help a lot of people. I struggle with sounding too formal in my emails. This will help me too.