866 Computer Service and Repair
When creating written communications, always use appropriate grammar
and correct spelling. All word processing packages and software programs that
require written responses have spell checkers and usually grammar checkers.
Use them! Do not disable them or ignore them. When writing, use sentences
limited to 15 to 20 words. Avoid long, run-on sentences.
Always be polite in your correspondence, and never use sarcasm. Sarcasm is
always inappropriate because the customer or client may very well misinterpret
your intent. Sarcasm is based on familiar personalities, and you are not familiar
with all who might read your correspondence.
Many help desk support software packages contain sections to support e-mail
directly from within the software package. You will need to respond to customer
and client e-mails. E-mail correspondence is covered in the next section.
Another function of customer support may involve writing training manuals
or a set of procedures for a company. Often, part of a contract of installing
computer equipment and software involves training the customers on how to
use the equipment. Many times technical support personnel must write training
packages to support the customer. You may very well find yourself responsible
for part of the written package.
Customer support may require a great deal of time answering e-mails from
customers and clients. When writing e-mails to customers and clients, avoid
computer jargon, acronyms, and abbreviations, just as you would in spoken
language. Communicating in writing with other technicians is not the same as
communicating in writing with customers and clients. While it might be perfectly
all right to use an acronym or abbreviation on a customer repair ticket, you
should avoid acronyms and abbreviations when communicating with customers.
E-mail auto responders
Using an e-mail auto responder can show a customer or client that you care
about them and their problem. E-mail auto responders are e-mail programs
provided by e-mail service providers that create an automatic response to a
received e-mail. The auto responder gives the illusion that someone has just
read the e-mail sent by the customer or client and that they will be answering
the request very soon. The auto responder allows for an instant reply 24 hours a
day, seven days a week. An auto responder can also be used to notify customers
that you are out of the office for a brief time. Some mail client software, such as
Microsoft Outlook, will allow you to set up an auto response, Figure 20-10.
E-mail acronyms and emoticons
E-mail acronyms are very popular with all of the electronic communications
devices, but they are never to be used in customer support e-mail. E-mail
acronyms became especially popular when phone text messaging started because
they save a lot of keystrokes. You may receive e-mail acronyms or emoticons from
customers, but you should never respond in these terms. The following are some
e-mail acronyms:
✔ LOL: Laugh out loud.
✔ BTW: By the way.
✔ TIA: Thanks in advance.
✔ IOW: In other words.