Every so often I'll receive an email from a customer who misunderstood the comments in my email to them, and took them completely the wrong way. When a customer draws a wrong conclusion it can lead to all kinds of challenges.
According to ‘The Academy of Management Review', they found that most people view the content of emails as more negative than they were intended to be. What's more, even emails that are written as a positive message are often interpreted by the recipient as neutral.
As an example of what causes these issues, when someone rushes the process of writing an email, they often shorten sentences and remove greetings that have always been an essential part of letter writing in the past. Also, since most people aren't very good typists, this often results in poorly prepared emails that don't fully convey the accurate intended meaning.
With my eBay business, there's no question that I've found this to be true. In fact, my experience gained in this matter led me to implement a policy whereby, if I've received a negative feedback (very rare, thankfully), I never contact the person via email – only via telephone. In every case, there's been a successful resolution because (1) I took the trouble to call, and (2) the person on the other end of the phone could easily tell that I genuinely wanted to help them.
This matter deserves your urgent attention. With our increasing reliance on email it might be time to look at alternatives for certain situations. For example, a phone call is by far the best way to handle customer service challenges, but few do it.
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