Writing has become such an essential customer service skill that it’s fair to call the average advisor a professional writer. Words on a screen sometimes even form the entire service experience. It’s therefore not surprising that many companies monitor their teams’ written responses (here are some tips on how to do it well).
But what happens next? If you’ve discovered that you need to improve things — what can you do?
Training seems to be the most obvious activity. It ticks the people development box, can easily be outsourced, and usually only takes a few hours.
However, it should only be one among many tools.
One-off training sessions can set your team off on a journey of development, but they’ll hardly ever accomplish everything you want to improve.
So we’ve collected our top tips for preparing a fertile ground where the seeds sown in training can grow and blossom.
The good news is, these work in any language — and even with non-native speakers.
The most effective way to learn what a good sentence looks like, or how long a paragraph should be, is to experience it.
Learning by doing is hugely effective. But let’s face it, most regular customer service writing is quite boring. And it’s hard to develop a skill when you’re struggling to stay awake.
Writing should be as deliberate as possible.— Martin Amis
Everyone’s different and has a different learning curve. While group training can be individualised, one-off sessions just don’t give enough opportunity for trainer and learner to get to know each other. Coaching is a more long-term affair, based on a strong personal relationship.
Despite Siri and Alexa, writing may be the 21st-century skill. Good writing can give your support the competitive edge.
If you’d like a hand improving your team’s skills, we’re here to help.