• Provide the same level of service with the written word your customers would expect from a phone conversation.

• Exchange written communication with customers in a personal, yet professional manner.

• Structure their writing to catch attention and get results.

• Create written communication that calms upset customers.

• Create a “tone of voice” in their writing.

• Use e-mail, chats, or other written communication to explain information, issues, policies, and solutions in clear and simple terms to gain customer acceptance.

• Know when to use e-mail, chat, or text and when to pick up the phone.

• Avoid the writing mistakes that will lose you lots of points with your customers.

• Write like they’ve always wanted to write!

• In most companies, e-mail, chat, text, or social networking comprises about half of all communication. 80% of executives say they would rather communicate by e-mail than any other communication medium.

• Poor written communication can result in misunderstandings, lost business, and embarrassment. Good written communication can help you get business and keep business.

• Your clients, customers, and co-workers expect your writing to be professional, effective, and mistake-free, despite the free-wheeling nature of the internet.

• Writing makes an impression that is retrieveable over and over again. People make opinions based on bad writing and then show that bad writing to others.

• Most companies are NOT training their people in communicating with customers online, but instead assume they already know how. This is a tragic mistake. Your company can stand out from the crowd by creating effective, well-written, and productive e-mail, texts and chat conversations.

Will you let poor electronic communication sabotage your best efforts with your customers?

As e-versations® become the main form of business communication, your people need to know how to write in a way that attracts and keeps customers.