It has come to my attention that not all of you have had to deal with customer service or human beings in general.
Doing this for awhile, the reality is most clients don’t get bothered by what I am going to address below, but there are a few that do. We are still in the service business, so we feel it is part of our duty to educate you about some common practices of etiquette when speaking to or emailing clients. This applies to ALL CLIENTS, even if they are your sister and they have been our client for 8 years.
This all takes practice and is a skill you have to learn. Just like clipping masks and adding bleeds to files… BUT NOW IS THE TIME TO PRACTICE.
A few notes regarding emails:
1. always start with a greeting.
Hope all is well
Address the person with a greeting. ALWAYS.
2. Always end with something.
We look forward to meeting.
Have a good day.
if you have any questions please don’t hesitate to call
3. Never demand in a condescending manner, always say please and/or thank you:
Hey, get back to us ASAP.
Please get back to us at your earliest convenience. Thank You.
4. These people are not your homies…
Don’t use slang, shortened terms (FTFY,LOL), etc
5. NO ATTACHMENTS LARGER THAN 10MB.
Use gdrive or dropbox if necessary. We have a VISCOM dropbox.
6. Oh and most importantly…
DO NOT INCLUDE CORRESPONDENCE BETWEEN INTERNAL EMAILS OF VISCOM TEAM IN THE EMAIL THREAD TO CLIENT. MAKE SURE OF THIS!!!! DELETE OR START A NEW EMAIL!
7. Copy and paste our email signature.
You are not required to have your cell phone. I regret that often… Make sure not to use my cell #. But do have your email and VISCOM address and phone #. I don’t care about titles much but you can put:
Designer / Project Lead
Designer / Interactive + Web
Designer / Branding
You don’t have to state “student”.
A few notes regarding the phone:
1. Pick it up.
no more than 4 rings. Don’t expect someone else to get it.
2. Say something like:
VISCOM Center this is Bob.
Good morning VISCOM Center.
Its a great day at VISCOM. How can I help you? (This one always gets people to laugh… watch try it.)
3. If its for someone else and not you, always find out who it is:
“May I ask who is calling?” so you can tell the person who it is.
don’t use “who is this?” “and you are?”
I hear often “WHO’S THIS?” … DONT USE. INSTEAD TRY: “Who’s calling please?”
4. These again are not your homies…
Please don’t use words like:
hey, yeah, hold on one sec, yeah ummm lemme check…etc. BE CONFIDENT!
5. USE THE HOLD BUTTON!!!!
if it does not appear, press the line you are on (green button) and it will appear as one of the options. I have seen many of you yell while the person is on the phone – “hey is Cornelius here?!?!?”
or not put the phone on hold and ask out loud- “hey joe its for you, do you want to talk to Pascual?” – I can no longer tell you to tell them that I am not here
5. If the person is not here let them know and ask if there is anything you can do to help (memorize this):
“Sorry, Cornelius is not here at the moment, can I take a message or is there anything I can help you with?”
6. Take a message.
“Would you like to leave a message?”
7. Email message IMMEDIATELY
To the person who needs it. DO NOT WRITE IT DOWN.
Of course as stated earlier, this all takes practice and are skills you have to learn. VISCOM is not just about design/creative skills, but the whole package.
Thank you all for reading this far.
If you have any questions or comments, please feel free to reach me at the contact information below. Have a great evening.
(see… doesn’t that make you feel great as the reader?)