Best Practices: Communication With Customers
Best Practices: Communication With Customers
Published Mar 12, 2025
Clear, effective communication with customers will lead to smooth business operations, positive customer experiences, and reduced time and resources spent on managing customer messages.
In this article:
- Messaging Basics
- Best Practices
Messaging Basics
- Check messages daily and respond to customer inquiries within one business day.
- You cannot initiate a conversation with a customer.
- Customers will receive the content of your message in the form of an email form.
- Customers can also view message history within their order history on Bestbuy.com.
Best Practices
- Be professional
- Exhibit integrity and foster trust by adhering to your commitments.
- Demonstrate self-control; maintain a calm demeanor in difficult situations. Avoid an accusatory or defensive attitude toward the customer's claims.
- Use professional and friendly language.
- Check your tone
- The choice of language is crucial when communicating through written messages. It is essential to pay attention to tone and emotions to prevent any potential misunderstandings.
- Put yourself in the customer’s position—how would you feel if you received the content?
- Avoid emoticons and text language in formal communication such as ;), LOL, or np.
- Proofread/spell check (proper spelling, grammar, sentence structure.)
- Don’t capitalize an entire word.
- Greeting
- Greeting should be in a professional and polite tone. Address the recipient by name when available.
- Greeting should be in a professional and polite tone. Address the recipient by name when available.
- Message Body
- When you reply to your customer, answer all their questions quickly and effectively. Using a bullet point list to address every item is a great way to ensure you've covered everything. If your message is long, break it up into paragraphs according to themes so the information is easier to scan.
- When you reply to your customer, answer all their questions quickly and effectively. Using a bullet point list to address every item is a great way to ensure you've covered everything. If your message is long, break it up into paragraphs according to themes so the information is easier to scan.
- Sign Offs
- By ending your message on a positive note, the customer will be reminded why they purchased from your store in the first place. If possible, try to add a benefit to your sign-off, like in the examples below:
- Please let me know if I can help further.
- Any further questions, please contact me for support.
- By ending your message on a positive note, the customer will be reminded why they purchased from your store in the first place. If possible, try to add a benefit to your sign-off, like in the examples below:
Please be aware that each interaction with a customer has an impact on your store as well as Best Buy's reputation. It is essential to provide clear and effective communication to foster trust with customers, which can lead to positive reviews and encourage repeat business.