Tone is crucial as it’s the body language of written communication. Just as the pitch and volume of a voice carry a difference in tone from an inside to outside environment, the choice of words and the way you word sentences convey a sense of tone in our writing. It’s the difference between “Oops, sorry!” and “We sincerely apologize.”
When engaging customers over email, using the appropriate tone is an important aspect of communicating the desired message and of achieving the desired results. Customer service agents have to rely solely on word choice and punctuation to convey the appropriate attitude.
So how do Customer service agents know when to use a friendly, casual tone and when to keep things serious and formal? To find out, Software Advice conducted an online survey to examine what kind of tone people prefer in various email-support situations. Here’s what they found.
Most customers generally prefer a casual tone
First, they asked consumers whether they would generally like customer support agents to use more casual or formal language when corresponding over email.
The survey found that while 51 percent didn’t indicate a preference, of those who did, nearly two-thirds (65 percent) said they preferred a casual tone, with 35 percent saying they preferred a formal tone in email support correspondence.
Do you agree?