Attitude is a psychological construct, a mental and support to ensure that the customer is

emotional entity that inheres in, or characterizes a satisfied

person. They are complex and are an acquired state
Asian - Consumers in Asia are advanced users of new
through experiences.
technology, and expect to be able to use the latest
A positive attitude in customer service is all about devices and channels to communicate with brands.
remaining calm during interactions, making every
- Asian countries practice presenting a
effort to build robust relationships with customers,
professional appearance is important not only
and ensuring that customers view the company as
during the job-seeking and interview process
authentic through their demeanour.
-- it's something that should be carried over
AMERICAN, EUROPEAN, AND ASIAN SERVICE
into your everyday life as a career professional.
EXPECTATIONS COMPARISON
- Asian countries also believe that great service
American supports the essence. Technological
climate is a key to excellent service quality
transformation is simply the process of developing a
- Asian countries believe that excellence comes
company through the application of a new technology
out of respect, which is at the heart of
- They believe that even if their job is hard and customer service.
full of stress, it is still important to look - They believe that communication is not just
professional and present at their best each part of customer service; it is the most
day. important part of customer service
- In American countries, quality service is one
SERVICE EXPECTATIONS (CONTRAST)
of the most important service expectations.
They want to know and see that we are In American countries. When the customer
working hard to provide services that work; services, you’re dealing with people, you are in
otherwise, they would just be wasting their the persuasion business. Cultures differ, however,
money and time. in the best structure of arguments to use.
- Respect and a professional courtesy, friendly,
and be positive always in every way. · Time Scheduling in American countries are
- General communication skills are an familiar with the stereotypes of the time-strict
important part of good customer service. It is German and the laid-back Jamaican who is always
essential to communicate clearly so that late. It derives from a deeper philosophical stance
customers know what to expect, and what on the predictability of the future.
they are getting When dealing with customers from lower context
European They are willing to embrace new cultures. It is served by a young American
technology to improve the way they work. representative expectation will vary about the
level of respectfulness.
- Europeans also believe that proper grooming
and professional appearance are important to · Power Distance is substantial, weak customers
gain not just positive impression but also are more likely to maintain a distance between
respect in the workplace. themselves and service providers.
- In European countries, they also value quality · Emotional Cultures. This is one of the most
service as it deals with clients and customers relevant dimensions for customer service in
in a respectful and helpful way. American countries, because it leads to so many
- Product performance expectations and obvious misunderstandings between different
evaluations may be sensory and not cognitive, cultures
as in expectations of taste, style or image.
Such expectations are not only difficult to European countries expectations will vary about
evaluate and understand, but may change the level of respectfulness. When dealing with
over time and with consumption. customers from more inductive persuasion
- Interpersonal relationships are of paramount cultures.
importance in situations where products need · European believe to these characteristics create
challenges in scheduling employees and
 production which may lead to difficulty in staffing brainstorming, and going along with new ideas, for
that can meet customer expectations example. This level of teamwork is essential to
embrace change, create, and innovate. And when
In high context cultures, however, people leave
people see the successes of working together in this
much more space to the other side to read
way, group morale and productivity soars.
between the lines. Messages are implied, but not
explicitly stated. ~ Good work relationships also give you freedom.

· The cultural dimensions of power distance, ~Having a strong professional circle will also help you
individualism, and uncertainty term-oriented to develop your career, opening up opportunities that
cultures form higher expectations about service. otherwise might pass you by.

· European countries that workplace emotional GOOD WORK RELATIONSHIP

culture can greatly influence what it is like to work
Trust
to manage emotional conversations with care and
compassion. ~ When you trust your team members, you can be
open and honest in your thoughts and actions. And
They become increasingly discerning, but to
you don't have to waste time or energy "watching
persuade people to do things. Product or service
your back”
can help them, and then persuade them to take
the action you want. Respect
· Asia, employee’s expectations for how they work ~Teams working together with mutual respect value
and the increased flexibility and control they one another's input, and find solutions based on
want, it has shined a light on the fact that during collective insight, wisdom, and creativity.
these unprecedented times,
Self- awareness
· They believe that Low-context communication
provides the lowest common design ~ This means taking responsibility for your words and
characteristics affect customer evaluation of actions, and not letting your own negative emotions
online channel service quality. impact the people around you.

In psychology, a first impression is the event Inclusion

when one person first encounters another ~ Don’t just accept diverse people and opinions, but
person and forms a mental image of that person. welcome them! For instance, when your colleagues
Impression accuracy varies depending on the offer different opinions from yours, factor their
observer and the target (person, object, scene, insights and perspective – or "cultural add " – into
etc.) being observed your decision [1] making.

Open Communication

~ All good relationships depend on open, honest

communication. Whether you're sending emails or
IMs, or meeting face-to-face or on video calls, the
more effectively you communicate with those around
you, the better you'll connect

HOW TO BUILD?

1. Identify your relationship needs.

2. Develop your people skills.

BPO GROUP 2
3. Focus on your emotional intelligence.
BUILDING RELATIONSHIPS
4. Practice mindful listening.
~ Human beings are naturally social creatures.
5. Schedule time to build relationships.
~ The more comfortable co-workers are around one
other, the more confident they'll feel voicing opinions, 6. Manage your boundaries.
7. Be positive. you have a question about a product you’re using, is
your first step to call the company and ask? Or is your
8. Avoid gossiping
first step to open Google and search for the answer to
Establishing Rapport your question? Most consumers would choose the
latter. That means the secret needs of your customers
~ Rapport forms the basis of meaningful, close and actually reside in how they search for your product,
harmonious relationships between people. It's the your company, or your services online. For this
sense of connection that you get when you meet reason, keyword research will give you the earliest
someone you like and trust, and whose point of view insight into the needs of your customers
you understand. It's the bond that forms when you
discover that you share one another's values and Consider their Spending Habits
priorities in life.
~Different types of customers will be willing to spend
~ This connection can appear instantly – when you different amounts. Find out what financial capacity
"click" with someone – or develop slowly, over time. It and spending habits your customers have. For
can grow naturally, without intent, or you can example, consider:
deliberately set out to build it. Rapport isn't just a tool
• Their average income
for building relationships, though; it's often the
foundation of success. When you have a rapport with • The portion of their income they spend on the type
someone, you're better placed to influence, learn and of products or services you sell
teach, particularly as the trust that you've built up
Identifying Coworker Needs
means other people are more likely to accept your
ideas, to share information, and to create ~ Employers have an obligation to provide their
opportunities together. employees with a work environment free from
discrimination, harassment and unsafe conditions, but
Identifying Customer Needs
they also are responsible for meeting their
~ Identifying customer needs is mission-critical for employees’ needs in other areas. Those areas include
businesses looking to create a product that truly job satisfaction, employee recognition, financial needs
speaks to their customers’ problems. Not to mention, and job stability. An organization need only employ
the easiest way to position your brand smartly in the common sense to determine what employees need
market is to unite your internal teams behind the and how to meet those needs. Employers have an
specific needs of your customers. obligation to provide their employees with a work
environment free from discrimination, harassment
Methods to Identify Customer Needs:
and unsafe conditions, but they also are responsible
1. Focus Groups for meeting their needs.

2. Social Listening Compassion

3. Keyword Research ~ In psychology, compassion is regarded more like

action rather than an emotion. Involving elements of
Anticipating Customer Needs empathy, love, and care, compassionate expressions
~ The importance of anticipating customer needs aim at alleviating the troubles of others or sharing
can’t be overstated. When you anticipate what your them with the sufferer
customers need from you, you can create content or Compassion has three components.
expand your product features or services to meet
those needs early. Customers don’t part ways with 1. Loving and caring for others.
brands that meet their every need. By anticipating
2. Understanding and empathizing with others and
customer needs, you can ensure that your product
their
lines up with their expectations before they even have
to ask for a new feature, service, or solution from you. problems.

~ One of the earliest ways to determine your 3. Selflessly helping others in need.
customer’s needs is to conduct keyword research.
Salary and Motivation
Think about how you function as a consumer. When
~ People are often motivated by money. The salary a Sometimes your team is going to come across people
worker is paid by his employer can have a great who you’ll never be able to make happy. Situations
influence on his performance in the administration. A outside of your control (such as a customer who’s
worker doesn’t simply view his salary as a dollar having a terrible day) will sometimes creep into your
amount, he sees it as the value his employer places on team’s usual support routine. Every great customer
him as a worker. The level of appreciation he feels can service professional need basic acting skills to
have a direct impact on his overall performance. A maintain their usual cheery persona in spite of dealing
worker is more likely to perform to his potential if he’s with people who are just plain grumpy.
happy with the salary he is earning. A person earning
2. TIME MANAGEMENT SKILLS
a high salary feels motivated to do a good job,
because he wants to please his employer to retain his On the one hand, it’s good to be patient and spend a
position. His salary brings him a feeling of security, little extra time with customers to understand their
allows him to feel accomplished and gives problems and needs. On the other hand, there is a
limit to the amount of time you can dedicate to each
2
customer, so your team needs to be concerned with
him a high-status ranking that he enjoys. A person is getting customers what they want in an efficient
much more willing to put in extra hours at the office if manner. The best customer service professionals are
he feels his financial rewards, are a fair trade-off. quick to recognize when they can’t help a customer so
they can quickly get that customer to someone who
Career growth, learning and development
can help.
~Aim to foster a desire among employees to want to
3. ABILITY TO USE POSITIVE LANGUAGE
stay with your company. Research indicates that one
of the key elements in an "employee's intention to Effective customer service means having the ability to
leave" is their level of commitment to the make minor changes in your conversational patterns.
organization. Commitment is directly related to This can truly go a long way in creating happy
opportunities for employee development, so by customers. Language is a crucial part of persuasion,
offering training you are cultivating commitment. and people (especially customers) create perceptions
about you and your company based on the language
Supportive management
that you use. For example, let’s say a customer
~Don't be the reason employees leave. Be a true contact your team with an interest in a particular
leader for your employees. Foster their respect and product, but that product happens to be backordered
help develop them as employees. However, bear in until next month.
mind that despite a bad manager or supervisor being
4. PATIENCE
one of the main reasons that employees leave, having
a good manager or supervisor may be an insufficient Patience is crucial for customer service professionals.
reason alone for staying. Don't underestimate its After all, customers who reach out to support are
importance - just know that it's not a reason that often confused and frustrated. Being listened to and
works alone, without support from other areas. handled with patience goes a long way in helping
customers feel like you’re going to alleviate their
Attributes of Good Service Provider
current frustrations. It’s not enough to close out
~ It doesn’t matter how great your product is: If your interactions with customers as quickly as possible.
customer service is poor, people will complain about Your team has to be willing to take the time to listen
it, and you’ll lose customers. The good news: It’s not to and fully understand each customer’s problems
impossible to turn things around. Transforming your and needs.
customer service from mediocre to great won’t
5. ATTENTIVENESS
happen overnight, though. It requires a serious
commitment to meaningful change, a team of The ability to truly listen to customers is crucial to
rockstar support professionals, and work across the providing great service for a number of reasons. Not
entire organization. only is it important to pay attention to individual
customers’ experiences, but it’s also important to be
1. ACTING SKILLS
mindful and attentive to the feedback that you
receive at large. For instance, customers may not be
saying it outright, but perhaps there is a pervasive customers rather than trying to retain existing
feeling that your software’s dashboard isn’t laid out customers. The reason is simple: existing customers
correctly. Customers aren’t likely to say, “Please expect more and more each time they interact with
improve your UX,” but they may say things like, “I can your company. But, ‘wowing’ your existing customers
never find the search feature” or “Where is (specific every time ultimately helps your organization win
function), again?” You have to be attentive to pick up them as paying customers for life.
on what customers are telling you without directly
Retention Building
saying it.
Customer retention is a variety of activities aimed at
Valuing Customers
keeping customers for the long term and turning
~ Valuing customer relationships involves an them into loyal buyers. It is the collection of activities
understanding of the business a whole. This is a business uses to increase the number of repeat
important so the value contribution from the customers and to increase the profitability of each
customers can be isolated from the other drivers of existing customer. The end goal is transforming first-
value such as the brand, product and service. time customer.
Frequently, the value of the customer relationships or
customer list is assumed in the brand value.

• Examine customer feedback with a fine-tooth

comb

Consumers in this day and age are quick to provide

feedback, write reviews, and comment wildly on
social media. The golden rule here is ‘All feedback is
important’. The customer service team needs to have
a record of and study all compliments and complaints.
This analysis will reveal customers’ attitude towards 1. Just starting: When you’ve just started your store
the company’s products and services and keep a there is one thing you should be focused on: getting
handle on customer sentiments even before things go customers. At this point your acquisition efforts
completely out of hands. Technology such as omoto.io should completely trump retention. Focus on
is designed to enable companies achieve exactly that strategies and tactics that will help you grow your
– stay on top of customer feedback and act swiftly on customer base.
it. 2. Gaining traction: You now have customers and you
• Inculcate the “WOW” philosophy are getting sporadic sales. At this stage you can begin
to introduce retention elements to encourage each
All top-notch companies have one thing in common: customer to buy more. My recommendation would be
they are proactive in their approach to customer to start with retention email campaigns that focus on
behavior, which results in amazing customer encouraging a past customer to purchase from you
experience. Recognizing and rewarding staff that again.
provide awesome service levels will set the bar high
for other employees. This will create a culture that 3. Consistent: You aren’t quite an ecommerce
breeds the ‘Wow your customer’ concept in your juggernaut, but sales are growing. This is the point
organization. The employees will eventually feel they where you should begin to think about mixing in more
are the face of the company and will go all out when retention with your acquisition efforts. You can look at
tackling a tough customer. starting a referral and/or a loyalty program as well as
getting more serious with marketing automation.
• Put equal focus on new and existing customers
4. Established: You are now an established
Many businesses can disclose the number of new ecommerce store. A common problem for retailers of
customers or accounts from the top of their head. this size is finding ways to continue to grow.
But, if we were to question them as to how many Acquisition may be leading to a lot of one-time
customers or accounts they lost in the previous purchases, but a retention strategy can get customers
month, those same organizations are likely to draw a to buy more often which increases their lifetime
blank stare. The focus seems to be on acquiring new
value. At this stage, you should be serious and attitudes. The art of Professionalism can be
deliberate about your retention efforts. understood as the practice of doing the right thing,
not because how one feels but regardless of how one
5. Well-established: At this stage your store has made
feels. Professionals make a profession of the specific
it past the initial gauntlet. You’ve achieved many early
kind of activity and conduct to which they commit
successes and you have a lot of processes and
themselves and to which they can be expected to
automations in place. Now is the time to focus heavily
conform. Moral ideals specify virtue, i.e., desirable
on retention.
feature of character. Virtues are desirable ways of
Professionalism in the Workplace relating to other individuals, groups and
organizations.
Various authors presented their respective definition
of professionalism and these are the following: Ways to show Professionalism in the Workplace

In the definition of Agapay (2018), professionalism is (1) Workplace rules and Expectations
an individual's conduct at work or business
Even though you will likely have a supervisor
environment. In spite of the word's root, this quality is
managing over you in your job, you will be expected
not restricted to what we describe as "the
to use self-management skills. Supervisors want
professions," which are typically careers that require a
employees who can work independently and manage
lot of education and have high earnings associated
themselves so that they can focus on their own work.
with them. A person doesn't have to work in a specific
Self-management means that you manage your own
profession to demonstrate the important qualities
time and talents in order to reach your goals. In order
and characteristics of a professional. Professionalism
to self-manage yourself you need to follow all
leads to workplace success, a strong professional
workplace rules and expectations.
reputation and a high level of work ethic and
excellence (2) Personal responsibility

Difference between profession and professionalism Personal responsibility is critical to your success in the
workplace. Personal responsibility is the level of
Profession means a job or an occupation, that helps a
commitment you are willing to make in setting and
person earn his living. The main criteria. of a
achieving your goals. In other words, personal
profession involve the following:
responsibility means being responsible for your
(1) Advanced expertise - The criteria of a profession is actions, words and, ultimately, your performance at
to have sound knowledge in both technical aspects work. Responsible employees understand that they
and liberal arts as well. In general, continuing are in full control of themselves. The good news is,
education and updating knowledge are also this means that only you can take credit for your
important. successes. On the other hand, it also means that only
you can take the blame for your failures.
(2) Self-regulation - An organization that provides a
profession, plays a major role in setting standards for (3) Physical appearance
the admission to the profession, drafting codes of
You only have 7 seconds to make a first impression
ethics, enforcing the standards of conduct and
one someone. Once someone has an impression of
representing the profession before the public and the
you, it can be hard to change it. Your physical
government.
appearance is one of the biggest factors that people
(3) Public good - Any occupation serves some public consider when forming an impression of you. Even
good by maintaining high ethical standards though physical appearance is not the best way to
throughout a profession. This is a part of professional judge a person’s character, it is human nature to form
ethics where each occupation is intended to serve for an opinion based on what we see in front of us.
the welfare of the public, directly or indirectly to a
(4) Language
certain extent.
Language is an important aspect of communication
Professionalism covers comprehensively all areas of
whether you are talking with a coworker in the
practice of a particular profession. It requires skills
privacy of your own office or to a customer. Practice
and responsibilities involved in engineering
using language that is appropriate for the workplace
profession. Professionalism implies a certain set of
in your everyday conversations so that you get into
the habit of sounding professional. The way you talk ❑ Driven by the need for a specific product or service
says a lot about you and your level of professionalism.
❑ Make purchases decisively and quickly
Everything from the words you use to the topics you
talk about leads people to form an opinion about you. ❑ Easily lured away by competing businesses
Remember, once you say something, it is impossible
to take those words back and undo what you said. ❑ Frequently converted into loyal customers
That is why it’s so important to watch what you say in Face to face Customer Service
the workplace. You never know who is listening and
how they might react to what you say. It's providing assistance to customers in a more
personal manner. Rather than relying on email, the
GROUP 3 telephone, or the internet, face-to-face customer
DIFFERENT TYPES OF CUSTOMER service requires the customer and a trained
representative of the business to be physically present
Loyal Customers in the same location. While technology enables many
channels for interacting with consumers, a face-to-
❑ Make up the bedrock of any business
face approach requires a customer to come to your
❑ Generate the majority of income location. It typically offers an opportunity to make a
more personable impression on the customer seeking
❑ More likely to recommend your company to others
help.
❑ It's important to keep them engaged and feeling
Face to face Necessities
valued
1. Be welcoming.
Impulse Shoppers
2. Brush up on product information.
❑ Browse products and services with no specific
purchasing 3. Watch your body language.

goal 4. Listen.

❑ Generate significant revenue for most retailers 5. See things from a different perspective.

❑ Receptive to upselling Telephone Communication Skills Tips for Customer

Service
❑ Have the potential to become loyal customers
Adopt a positive tone
Bargain Hunters
Projecting an enthusiastic, natural, and attentive tone
❑ Seek the best deal
while on the phone can help a customer feel
❑ Not swayed by upselling techniques comfortable during a conversation. When you answer
the phone, smile as you greet the person on the other
❑ Rarely make purchases on impulse line. Although it may be a bit of a cliché, a smile can
❑ Advertising sales is the best way to appeal to them truly be heard through the telephone. Also, be aware
of your vocal qualities throughout the call. Control
Wandering Consumers your rate of speech, your pitch, and your overall
❑ Somewhat related to impulse shoppers timbre. The average individual speaks at a pace of 130
to 150 words per minute. Match this rate while on the
❑ Less likely to make purchases phone.

Clear Enunciation
❑ More prevalent in brick-and-mortar locations The ability to understand what someone is saying on
the phone separates a productive conversation from
❑ It's sometimes possible to make a sale to them if
one filled with tension. Whenever you are on the
you can
telephone, speak clearly. Enunciate and use simple
stimulate their interest words and phrases. Don’t use overly complex
vocabulary or jargon. The last thing you want to do is
Need-Based Customers
confuse the customer on the line or make them feel
inferior. Chewing gum or eating during a conversation Each word ("code word") stands for its initial letter
can also led to mumbled speech so avoid both of (alphabetical "symbol"). The 26 code words in the
these practices in order to optimize your customer NATO phonetic alphabet are assigned to the 26 letters
service. of the English alphabet in alphabetical order as
follows:
BE SINCERE

Starting with the greeting, conversations over the

phone must be sincere. Say hello and be genuine. Try
to avoid scripted greetings as most sound artificial and
inauthentic. Include the company’s name, your name,
and offer your assistance as soon as you answer the
phone. Once you’re in the middle of the conversation,
give the person on the other end of the line genuine
answers. Be sure to word these in a positive manner,
as you don’t want to inject any negativity into the
exchange. Avoid phrases such as “I don’t know,” “I
can’t do that,” or “Just a second.” Specify how long
completing a task will take, and state what you can do
rather than what you cannot.

Use their Name

As soon as you receive a customer’s name, use it. Written Communication – Email
Write down the individual’s initials in order to
Email is one of the most widely used forms of
'monogram' the call. This will help you remember the
communication both in and out of the workplace.
client’s name and will personalize the call for you.
Because of its speed and efficiency, you will likely use
Include it naturally throughout the conversation. Also,
email in some capacity no matter your role or
don’t be afraid to ask them for the proper
industry. You can write professional emails for a
pronunciation. Most customers will appreciate this
variety of reasons. For example, you might need to
gesture. Get the spelling correct, too. Callers will value
recap an important meeting, exchange information,
the personal touch you provide with a name.
relay an important update, or send a letter of
LEAVE THE CUSTOMER SATISFIED introduction. A well-composed email provides the
recipient with a friendly, clear, concise and actionable
As with most things, finishing a conversation on the message. Learning how to write an email that meets
right note can create lasting positivity and a satisfied all of these criteria can take practice. Consider the
customer. In order to achieve a great ending to a following tips and best practices to help you write
telephone call, make sure that the caller understands effective, professional emails: Identify your goal,
the information you passed along before you hang up. consider your audience, keep it concise, proofread
Ask the customer, “Is there anything else I can help your email, use proper etiquette and remember to
you with?” Answer any final questions he or she may follow up.
have to ensure complete comprehension and
satisfaction. Also, provide any information that the Six Steps for Writing Professional Emails
customer might need in the future. If he or she needs
1. Identify your goal
to call back, share optimal contact times and whom
he or she should call. Once all of the necessary Before you write an email, ask yourself what you want
information has been shared, finish the call in a the recipient to do after they’ve read it. Once you’ve
friendly manner. Say, “Have a nice day” or, “It was determined the purpose of your email, you can
nice talking with you”. ensure everything you include in your message
supports this action. For example, if you want the
NATO Phonetic Alphabet
recipient to review a report you’ve attached, let them
The NATO phonetic alphabet is a Spelling Alphabet, a know what the report is, why you need them to
set of words used instead of letters in oral review it, what sort of feedback you need and when
communication (i.e. over the phone or military radio). you need the task completed.
2. Consider your audience 1.Subject Line

When you compose an email message, make sure This is a short phrase that summarizes the reason for
your tone matches your audience. For example, if your message or the goal of your communication. It is
you’re emailing a important to include a subject line when sending a
professional email so your audience knows exactly
5
what to expect and is able to locate the message
business executive you’ve never met, keep the email easily if needed. For example:
polished and free of any jokes or informalities. On the
“Follow Up: Product Presentation”
other hand, if you’re emailing a colleague with whom
you have a good relationship, you might use a less 2.Salutation’
formal, more friendly approach.
This is the first line of your email and generally acts as
3. Keep it concise the greeting. For example:

Your audience might have little time to read through “Hi Mr. Samson,"
your email, so make it as brief as possible without
3. Body
leaving out key information. Try not to address too
many subjects at once as this can make your message Just like the body of a letter, this is where you’ll share
lengthy, challenging to read and difficult to take your full message.
action on. When editing your email, take out any
information that’s irrelevant to the topic you’re For example:
addressing. Use short, simple sentences by removing “Thank you for attending the new product
filler words and extraneous information. This will presentation this afternoon. I’ve attached a video file
make your note shorter and easier to read. of the full recording so you can share it with your
4. Proofread your email team. Please let me know if you have any
questions.”
An error-free email demonstrates diligence and
professionalism. Before you send an email, take a 4. Closing
moment to check for any spelling, grammar or syntax This is the last line of your email before your signature
errors. Also, doublecheck to ensure you’ve included and should wrap up your message. This is also where
any attachments you may have referenced in your you may reiterate any requests you’ve made in the
message. If it is an important email to critical body of your message. For example:
stakeholders, you might ask your direct supervisor or
a trusted colleague to read over it before you send it. “I look forward to speaking with you on Wednesday.
Thanks again!”
5. Use proper etiquette
5. Signature
Include a courteous greeting and closing to sound
friendly and polite. Additionally, be considerate of the The signature is where you identify yourself by name,
recipient and their time. For example, unless it’s an title and any other information relevant to your
emergency, avoid emailing a contact asking for communications. Most email programs allow you to
something after-hours or while they’re on leave. set a fixed signature that’s automatically added to the
end of every email you send .
6. Remember to follow up
“Sincerely, Jillian Jones
Most people receive several emails per day, so they
might miss or forget to respond to your message. If Senior Software Engineer ABC Company, Inc.
the recipient hasn’t replied within two working days,
consider reaching back out with a friendly follow-up
email.

Format and Structure of Formal Email

There are five elements to consider when formatting

your email. Here is the breakdown for each:
 your mistakes. Just like the rest of the response, keep
your apologies short and sweet:

• We apologize that our service did not satisfy your

expectations.

• We’re so sorry that your experience did not match

Examples of Professional Emails your expectations.

1. Email to a new contact • We set a high standard for ourselves, and we’re so
sorry to hear
2. Email to a group
4. Take responsibility
3. Follow up email
Don’t make excuses. Even if what happened was an
Whether you’re entering the workforce for the first uncommon instance, an isolated case, an unfortunate
time or just looking to improve your electronic incident, an off day — acknowledge the customer’s
communication skills, learning how to write a experience. At the same time, provide reassurance
professional email is a critical skill. By using the above that you hold yourself to high standards.
tips and examples to guide your email efforts, you’ll
be composing effective messages in no time. • We’re so sorry. We’re normally known for our
exceptional
How to Respond to Negative Review
attention to detail, and we regret that we missed the
1. Address the reviewer mark.
Your customers want to be heard individually and • We always aim to deliver a great experience, and we
addressed personally. So don’t forget your salutations are gutted when we don’t meet expectations. Thanks
and, if possible, avoid the generic “Dear guest,” or for taking the time to bring this to our attention. We
“Dear customer.” Consider the following customer will use the feedback to make us better and to ensure
reviews data: 76% of all reviews are either on Google this doesn’t happen again.
and Facebook. This means you can usually get the
name of the reviewer, and use it as a way to further • Thank you for posting a review and we’re sorry to
personalize your response. hear that your experience was not up to standards.
We would like the opportunity to talk and investigate
2. Say thank you your feedback further.
Show customers that your business appreciates and 5. Make things right
values candid unsolicited feedback, and always
remember to say thank you in responses to reviews When dealing with negative feedback, try to avoid
(even the bad ones). Here are some variations where cookiecutter responses that do not resolve or address
saying “thank you” goes a long way: any specific issues raised in the review. Include details
about the customer’s experience in your response
• Thank you for your review. I’m sorry to hear you had (when relevant), and communicate any changes or
such a frustrating experience, but I really appreciate improvements you have made or will make as a result
you bringing this issue to my attention. of their feedback. If there’s nothing you can do to fix
• Thank you for bringing this to our attention. We’re what happened, here’s a compelling way to respond
sorry you had a bad experience. We’ll strive to do to the reviewer, take ownership, and promise to make
better. things right in the future:

• Thank you for letting us know about this. Your • I apologize on behalf of everyone at [Company
feedback helps us get better. We are looking into this Name]. Please know that your situation was an
issue and hope to resolve it promptly and accurately. exception. As you can see on other reviews, we are
known for taking ownership and caring deeply about
3. Apologize and sympathize our customers. We can’t fix the past but you have my
Saying sorry shows that you care about your personal commitment to improve the way our staff
customers and that you’re not too proud to own up to serves every customer. Until then, please accept my
sincerest apologies on behalf of everyone on the customer loyalty, and call more attention to the great
team. parts of your customer experience.

6. Take the issue offline In each response, you should incorporate 4 main
elements.
It’s always best for you and your customer to talk
directly about the problem they had and take the 1. SAY THANKYOU
issue offline. This saves any further embarrassment on
Show appreciation for the customer who took the
your side of the issue and prevents interference from
time to share their positive experience. After all, great
outside sources. For this reason, you should provide
reviews and high ratings serve as powerful social
direct contact information for customers in your
proof for attracting new potential customers and
review response.
influencing their decision-making process. Your
• We would like the opportunity to investigate your customer just did you a solid.
feedback further. Please could you contact me at
2.REINFORCE THE POSITIVE
[Email Address] or call our team at [Phone Number]?
We’ll work with you to resolve any issues as quickly as When the reviewer mentions someone at the
possible. business by name, always pass along the compliment.
For example, if a reviewer wrote, “Our service
• We are sorry that your experience at [Company
technician, Mike, is always super helpful and clear,”
Name] didn’t quite match your expectations. We
reply by saying something along the lines of: “I’m so
would love to know why, so that we can deliver a
glad you like Mike’s work! We’ll pass along the kind
better experience next time. You may reach us
words.”
anytime at [Email Address] or [Phone Number]. Again,
thank you for your feedback! Responding to reviews is a way for you to share the
best feedback you get, but also make it a point to let
7. Ask for a second chance
your teams know when they’re doing great work and
Don’t slam the door on negative reviewers. Instead, to call out your superstars.
extend a (digital) hand. Invite them to come back and
3.TELL YOU CUSTOMERS YOU’D LOVE TO SEE THEM
when they do, welcome them with open arms. Not
AGAIN
only does this create an opportunity for you to change
the conversation; it also establishes confidence in Make happy customers feel welcome by extending an
your ability to deliver an experience worth raving invitation for them to return. This does two things:
(instead of ranting) about. first, it turns customers into repeat customers. And
secondly, it shows other online users that yours is the
• Thank you for bringing this matter to our attention.
kind of business that people come back to.
I’m very sorry we failed to meet your expectations. I
would appreciate another chance to earn your 4.SHARE THE REVIEW WITH YOUR TEAM
business. Please call me or ask for me next time
you’re at [Company Name]. If you consistently receive 5-star ratings and glowing
reviews on business review sites, don’t hesitate to
How to Respond to Positive Review show them off. Handpick your best feedback and
share these as social media reviews content.
Remember: the impact of user-generated content,
such as that found in reviews, is more powerful and
effective than loud sales messages or promotional
brand content.

How to Respond to Neutral Reviews

If a customer paid you a compliment in person, the
1. As always, say thank you
most natural response is to say thank you.
Before you write out the rest of your neutral review
The same goes for good reviews. But more than
response, start the right way by showing appreciation
simply being the polite thing to do, responding to
for the time the customer took to write the review.
positive reviews is also a great way to support your
marketing efforts, build buzz for your business, inspire 2. Reinforce the positive
If the 3-star review contains positive feedback, be ❑ Be aware of cultural variations in gesture
sure to call attention to it by mentioning it in your meanings.
response: “We’re glad to hear that you enjoyed
Appearance
________.” Even if the review includes a critical
comment, start your response with an affirmation of ❑ Clothing choices, hairstyles, and colors can
the review’s positive aspects. communicate personality, status, and even
profession.
3. Address the negative
❑ Color psychology suggests different colors evoke
If you receive a neutral review with negative
different moods.
feedback, acknowledge the specific issues the
customer had with their experience. You may also ❑ Appearance can influence others' perceptions and
issue a short apology and provide a brief explanation judgments.
on what happened.
GROUP 4
4. Take it offline for more details
ACTIVE LISTENING
If you’re asking the customer for more details, do so
with the intention of taking it offline. That way, you ANTICIPATING CUSTOMER’S NEEDS
can investigate the situation more thoroughly while Here are four suggestions to help you gain success in
preventing details of a possibly negative experience this important endeavor:
from becoming public. You can say something to the
effect of the following: 1. Look for the next problem to solve, not which
product to sell.
“Your business means a lot to us, so if you ever have
additional feedback, please don’t hesitate to reach Remember that the problem you solve is always the
out via [your contact information].” most important thing. It’s more important than the
product or service that you sell. It doesn’t matter if
Non – verbal Communication you are business to consumer or business to business
Facial Expressions – making decisions based on solving needs will lead to
a better customer experience, which will lead to
❑ Instantly convey emotions like happiness, sadness, increased financial performance for your company.
anger, and fear.
2. Pay attention and mine the future demand from
❑ Universal expressions across cultures, but cultural the next
nuances exist.
needs of current customers.
❑ Be mindful of context and individual differences
when interpreting. Consider your current customers as part of your
future initiatives. Don’t overhaul your client base.
Gestures They’ve been your bread and butter to date. Deny the
urge to leave them behind for the shiny new
The short answer is: responding to a positive review
customers preparing to knock down your door.
directly translates to seizing an opportunity.
Alienating current customers could have a negative, if
So why respond?
not devastating, effect on new business. Find a way to
Positive reviews won’t drive your customers away like include them in the new equation. The technology
bad reviews do. industry does this well. The sheer number of mobile
applications that have been developed using
❑ Hand movements add emphasis and meaning to customer input to solve everyday needs is evidence.
our words.
Your customers may not be able to tell you exactly
❑ Open gestures (palms up) suggest openness and what they need, but they can show you with their
trust, while closed gestures (crossed arms) might behavior if you are paying attention.
indicate defensiveness or
3. Let customers try before they buy.
discomfort.
Sometimes it’s necessary for your customers to try Dignity is a fundamentally social phenomenon that
before they buy something new. This is why most arises through interaction, and therefore it depends
technology applications and programs today have a on a mix of both independence and interdependence.
free option with just enough features to make you
It involves recognition and trust, as well as autonomy
want the paid version with all of the bells and
and selfmastery. In dignified work relations, people
whistles. Focus on allowing your customer’s point of
carefully avoid taking advantage of the inherent
view to trump your desire to dazzle them with new
vulnerability of the employment relationship and
products immediately. Helping customers leverage
power differentials in organizations.
the investment they’ve already made is a way to build
trust and deepen a relationship. Make sure the Workplace dignity is a key part of a healthy work
customer recognizes you’re building on mutual, environment. Employers are realizing that it is linked
shared interests before trying to sell them the next to lower stress, improved wellbeing, higher
thing. This gives you stronger relationships and engagement, productivity and business performance.
additional revenue.
Initiatives aimed at building and maintaining such a
4. Give customers an easy way to share their ideas. culture may fall short if approached through to
narrow a lens. A broad definition of workplace dignity
Hold a two-way conversation in multiple places and
encompasses three dimensions:
engage the customer in ways you can further alleviate
their pain points or solve problems. You must create Dignity at work. Employees are treated with respect
open, inviting channels for them to use and effective in an environment free from marginalization (e.g.,
ways to capture what they say and do. This can take discrimination, Harassment, exclusion, bullying). They
the form of direct customer feedback via online feel a sense of psychological safety in their ability to
forums, customer advisory boards, or phone be themselves, voice concerns and be heard. A culture
conversations. Think about how often you are asked of dignity enables organizations to attract and retain
for your feedback by hotels, airlines, and other diverse talent. It is foundational for inclusion. And it
businesses in the travel and hospitality industries. helps address work-related stress at one of its
These companies are capturing the voice of their sources.
customers to better their products and services.
Dignity in work. Employees find meaning and purpose
Identifying additional potential problems or areas in their work and understand how it contributes to
where customers are not fully satisfied can drive the organization’s broader goals. They take pride in
innovation. Testing those innovative ideas precisely what they do because it is valued, and they see a
and quickly will allow you to sink your teeth into the future where they will continue to be valued even as
bigger, more time-consuming projects with more jobs are redefined with technological advances and
clarity. other changes, and where employers prioritize
reskilling and career-long learning.
WHAT IS DIGNITY AT WORK?
Dignity from work. Employees feel respected because
Dignity
they are paid what they are worth, can sustain a
Dignity at work is thus created via the organization suitable standard of living, are confident in their
through the conditions given to the individual, while benefits to provide the security they need to provide
professional pride is a feeling that is created by the for themselves and their dependents, and have the
individual or individuals within a particular wellbeing to thrive now and in the future.
professional group.
Unleashing the power of workplace dignity
The core category “job satisfaction can be understood
● For the sake of purpose, profit or both a greater
and achieved through a process of balancing,
focus in
establishing, and recreating professional pride”
contains two overarching categories: creation of dignity can relate impact across multiple stakeholders.
meaning and task focus on the one hand and With an
organizational dissatisfaction and demands on the
other. understanding of the key dimensions of dignity at, in
and from
work employers can set priorities and shape strategies • Value your employees and remember to choose
to overcome key barriers and close the gap between your words wisely
the employers and employee perceptions about
• Your words can have a negative impact if not
workplace dignity.
communicated respectfully
● Through greater relationship support and
Creating a culture that focuses on positively engaging
accountability, targeted training and communication
employees, promotes a level of respect and
targeted training and communication, focused Total
commitment within your organization, plus an
Reward reskilling and the right, metric employers
engaging culture directly impacts your bottom line.
have the power to reduce abuse of power
discrimination bullying and harassment.

● By building a culture of dignity, employees will feel

respected, empowered and less likely to leave. And,
as a result they will likely contribute to better
organizational performance

Here are some ideas for building a positive corporate

culture based on dignity and respect:

(1) Build relationships with your team

• Employees want to be led by individuals who truly

care about them

• Take the time to get to know your employees on a

personal level

• Lead your team to a win, never sit back and watch

them fail

(2) Promote positivity

• Smiles can set the tone for the day and are very
contagious

• Never underestimate the power of positive energy

3) Have an open door policy

• Never be too busy for your employees – make sure

that you not only listen to them, but really hear what
they are saying. Use active listening techniques to
ensure that your employees know that you are paying
attention and understand what they are saying to you.

• Engage yourself in their communication. Encourage

them to elaborate so you understand what matters to
them. It is crucial for employees – regardless of their
position – to feel as though their concerns will be
listened to and taken seriously. This is the
cornerstone of a mutually respectful relationship. It
is equally important that employees feel that they can
respectfully disagree and that they will be heard and
won’t have to fear reprisal.

4) Be considerate