Make responses personal and useful

Use a natural tone that fits the conversation. A formal message can receive a formal answer. An informal message need not receive a rigid corporate response. Respect does not require language that hides the person doing the work.

Respond promptly and explain the next step. Waiting without information can turn a small problem into a larger frustration. If another person must solve the technical issue, keep responsibility for the customer’s progress. Avoid a sequence of handoffs in which nobody owns the result.

Do simple things for customers when you can. Do not ask them to complete an unnecessary task because your process makes it convenient for you. The process exists to deliver value. Improve it when it creates avoidable effort.