Ruby Lane Customer Care & Share: Watch Your Tone!

The tone of your message is the mood that your message conveys to the reader. In a message to a friend, the tone of your e-mail may be informal, light-hearted, tongue-in-cheek, or comical. A message to a colleague, customer or business associate may be more formal, serious, professional, or analytical. E-mails written to customers should always have a friendly and courteous tone - regardless of how you may be feeling at the time - and should always sound professional.

Tip: Reread an e-mail before you send it if you have any doubts about its tone. If you're still not sure, run it by a colleague whose opinion you trust.

Excerpt from Online Customer Service for Dummies by Keith Bailey & Karen Leland, Published by Hungry Minds, Inc., April 2001.  New revised edition available at Barnes & Noble.

The Ruby Lane Customer Support shares helpful tips and information for giving and receiving great customer care, and invites you to share your tips and personal experiences as they relate to you as the customer or as a customer service representative.  Registered Notes from the Lane members may use the comments section below. If you are not already registered, please do so, it is simple, just register a user name and a password will be sent to your email address.