Why Customer Mad?

1. Why Customer Mad? • You are doing a bad job on delivering projects (writing better email will not help you no matter how hard you try) • Customer don’t know what you are talking about couple of times (Good emails will help, say the obvious) • Customers think you are not polite and rude, actually, you don’t  (what we are going to talk about today)

2. Which One is Better in Email? • Can you….? • Would you….. ? • Could you….. ? • Would you like….? • Could you like….?

3. There are 3 levels in emails – I think… • Let me know when you can finish it, Can you tell me… • Message: I am above you and I don’t have to respect you. • Would you please let me know…. • Message: I am above you, but I am asking politely, I respect you. • Would it be possible to let me know the date when the result can be delivered? • I am below you, you are my customers, I respect you and care about your feelings very much (The feelings we should give to our customers)

4. How? • Don’t use “You”as 主语 if you could • If you want the sentence to end with a “?”, at least add 10 words in front of it. • No “When, What”, and worse, No “Why” • Say “and also….” to smooth the tone • Use positive word. “definitely, absolutely” • Use “I will”, “We will” wherever you can • If request something, start with “would it be ok, is it possible….” • Read and modify at least 3 times to get the feeling of the tones before send email to customer or your boss.

5. Show your elegance even you are mad • "I prefer to be given a picture of my boss's objectives, and then be provided the autonomy to support her. My previous boss worked better with someone who needs more direction."