10 Business Email Phrases to Stop (& Start) Using With Clients

Think your email skills are strong? Think again. As it turns out, we all overestimate our ability to communicate effectively over email.

In一项研究发表在人格与社会心理学杂志, email writers thought readers would correctly identify the tone of their emails about 78% of the time. In reality? Only 56% of emails were interpreted accurately.

这意味着，当您将电子邮件发送给客户时，there's a pretty good chance they won't fully grasp your intended meaning.

那么，您如何校对电子邮件以避免与客户的误解有问题？首先减少脂肪。

The following commonly used phrases are unnecessary, cliché, and easy to misinterpret. Eliminate them from your email repertoire to take your customer communication skills to the next level.

1.“抱歉打扰你”

You might say this when you want to sound polite and considerate of your customer's busy schedule, but opening an email with an apology immediately undermines your credibility.

Instead of apologizing, get straight to the point: Why are you really contacting your customer, and what do you need from them? They'll appreciate your candor.

2.“让我们接触基础”

This phrase has the not-so-honorable distinction of being one of有史以来最过度使用的公司短语，除非您实际上是在谈论降落直升机，否则无需在客户电子邮件中使用它。

要求客户“接触基础”的最大问题是它太模糊了。这是一个填充短语，无法解释您要讨论的内容，而将它们完全留在黑暗中。

将其交换为可行的事情，让客户知道他们的下一步应该是什么，例如，“让我们在星期五聊天，以确保您在新网站导航中精心策划。”

3.“老实说...”

这很棘手。通常用来增加重点以坦率的评论或减轻钝器的打击（“老实说，您不经常更新博客”），但它可能会产生完全相反的效果，使您的客户留下想知道：“等等……你以前不对我说诚实吗？”

This seemingly innocuous phrase can make it seem like you've been hiding your true opinions this whole time, which obviously isn't great for building trust. The customer is relying on you for your expertise, so they expect you to share your true opinions openly and honestly, not just in select situations.

Cut this phrase from your emails and instead focus on telling it like it is -- without any crutch phrases.

4.“你应该...”

当您的客户坚持认为粉红色的漫画字体是必经之路时，避免键入键入可能是具有挑战性的：“您真的应该只是使用X字体。”

您的客户不需要您为他们做出所有决定。在用“您应该”开始句子时听起来不错时，很容易被误解为对电子邮件的急躁或不屑一顾。

Use "I recommend ... " instead -- it will make sure your remarks are read as friendly advice. Offer alternatives, not ultimatums.

5.“没问题”

客户服务专家和business writers同意：“没问题”可能是一个大问题。表面上的礼貌短语通常是对“谢谢”的膝盖反应，但它可以巧妙地与您的客户交流，每当您为他们做某事时，它实际上都可以是a problem. "No problem" sounds like you're forgiving your customer for an offense, rather than accepting their thanks.

Are we overthinking this? Maybe. Should you still cut it from your emails? Definitely. It's easy enough to replace with a "You're welcome," or "Sure thing," rather than risk the miscommunication.

6. "I'll try ... "

In a world ruled by deadlines and calendar invites, "I'll try" sounds wishy-washy. If you respond to a customer's request with "I'll try to get that done by Wednesday," or "I'll try to solve that problem with the product team," you aren't exactly instilling confidence in your ability to advocate for them and their challenges.

When communicating over email without the aid of body language and tone, it's important to convey information in precise, detailed terms.即使您不确定何时或是否能够完成某件事，也可以为客户提供真正的截止日期 - 将其推出足够远的时间以给自己足够的时间。

7. "The problem is ... "

而不是解决问题，而是问题, try to explain it is a specific challenge with a known solution. The additional information will help assure the customer that you know exactly what's wrong, and more importantly, how to fix it.

"The problem is we're experiencing a system-wide outage," sounds alarming and vague, but "We're working on fixing an isolated outage that will have you back up-and-running by the end of the day" sounds like you have a handle on what's happening.

8.“我完全了解你的感觉”

在您在电子邮件中写这篇文章之前，请停下来思考：您是否曾经参加过精确的situation before? No? Then don't write this phrase. It will only frustrate an already-frustrated customer.

"I understand how you feel" might seem like a thoughtful, well-intentioned thing to write to a customer experiencing obstacles using your product or service, but it can come across as distanced and condescending in an email.

当事情不按计划进行时，几乎总是有一种更好，更具体的方式来与客户保持升级。尝试：“我绝对可以看到这让您感到沮丧，我想确保我们尽快解决。”面向动作的语言将使客户的态度更含糊地道歉。

9. "As I mentioned before ... "

虽然看起来你总是解释ining the same things over and over again to your customers, it's important to avoid this morale-killing phrase. The average personreceives 122 emails per day，所以如果他们occasionally skim through or miss some of your communications.

Instead of drawing attention to the fact that you're repeating yourself (as satisfying as that might seem) try to be considerate of the fact that -- like you -- your customer is busy, and sometimes details slip through the cracks. If a customer is consistently missing the point, it's probably time for a call.Not everything can be solved over email.

10. "Checking in"

Nothing brings a recipient more trepidation than seeing a "Checking in" subject line in their inbox. If you have something specific in mind you want to review with your customer, indicate that in the subject line so they're prepared to respond -- and not freaked out or confused.

Now that we've covered the phrases you should avoid, let's dive into the ones you should start using instead.

1. "Thanks for…"

我在客户服务中学到的一课是避免不必要的道歉的能力。每当您道歉时，您都会承认您或您的公司犯了一个错误。raybet电子竞技有时这是必要的，但请记住，这种入场费会损害客户的经历。有些客户可能不会意识到您犯了一个错误，直到您突出显示它。

Instead, try thanking customers rather than apologizing to them whenever a minor inconvenience occurs. Say phrases like, "Thanks for your patience." and, "Thank you for your understanding." These messages compliment the customer while still acknowledging the roadblock.

2.“请受到欢迎……”

每当您向客户提供信息时，您都应该给他们一种与您联系的方法，以防他们有疑问。但是，说诸如“让我知道您有任何疑问”之类的事情可能是权威的，并阻止客户跟进。

The phrase, "Please feel welcomed…" invites customers to reach out whenever they feel comfortable. This creates an open door where users can ask questions at any point in thecustomer's journey. Even if they don't have questions right away, this phrase lets them know they can touch base with you if they need to clarify details in your original message.

3. "I hope all is well."

启动电子邮件时，您应该包括这样的消息以开始友好的对话。这表明您重视互动，并与客户建立个性化的关系。

If you jump straight into problem-solving, the customer may feel like they're just another case you need to work on. Checking in on their well-being before troubleshooting shows that you're emotionally intelligent and invested in their experience.

4. "I would appreciate your help."

Sometimes you're going to have to ask a customer for help, but this can be easier said than done depending on the favor you're asking from them.

在向客户寻求帮助时，首先描述您的需求。然后，总结它们如何帮助您完成任务。确保您将目标与客户保持一致，以确保他们了解您要他们做什么。最后，结合您的要求，说您将非常感谢他们对此事的帮助。

5. "Looking forward to hearing from you."

这是包裹电子邮件时使用的一个很好的短语。与其说“尽快与您交谈”，或者“再次感谢”，这使对话保持开放，并设定了对回应的期望。如果您要向客户寻求帮助或其他信息，这是鼓励反馈的有效信息。

6. "My apologies for…"

While you'll want to limit your apologies, there are going to be times where you make mistakes and need to take accountability for your actions. In these instances, you should use the phrase, "my apologies," instead of "I'm sorry," for two major reasons.

首先，“我的道歉”听起来比“对不起”更专业。这对于与期望一定程度专业水平的客户合作的B2B服务代表尤其重要。

Second, "my apologies" appears more genuine to customers. Since "I'm sorry," is a casual phrase, customers may think you're just using it as an easy out. But, using the phrase, "my apologies for..." shows that you've put some thought into your response and are aware of the inconvenience you've caused.

7.“我知道'x'造成了'y'...”

In some cases, you'll need to apologize for something that you didn't directly cause. Maybe it was a faulty product or that the customer was given poor advice from a previous rep. Whichever the cause may be, it's important to know how to respond to roadblocks that you have no control over. This phrase shows that you understand how and why a problem happened, and what effect that issue had on your customer.

In customer service, most friction occurs when customers feel like the rep doesn't understand their problem. So, by demonstrating an in-depth understanding of the issue, it becomes much easier for reps to align with customers during the interaction. Customers will trust that you're working to resolve their issue because they know you fully comprehend the case.

8.“我想更新你……”

When troubleshooting doesn't go as expected, you can use this phrase to provide additional information to your customers. Rather than saying there was an issue or a setback, having an update implies that you're continuing to make progress on their case.

即使更新是一个障碍，您也需要克服，使用此语言也会使问题更加可靠。即使问题比预期的要复杂，这将有助于维持客户的信任。

9. "I'd be happy to…"

如果您愿意为客户做某事，那么您应该很高兴这样做。毕竟，您在那里为用户创造令人愉快的体验，因此他们需要的任何帮助都应该是您的首要任务。考虑到这一点，这句话向客户表明您渴望提供帮助，而且您不能为他们做的事情太困难或乏味了。

10. "...you…"

In my third year of college, my Translyvannian marketing professor gave me the best advice when writing emails. She told me that I should look for every opportunity to include the word "you." This would make whatever I was asking automatically more persuasive to the reader.

原因是当您包含“您”一词时，您会呼唤读者。您正在与他们交谈并直接提出要求。当有需要的人听起来您是您最适合这份工作的人时，很难忽略寻求帮助的呼吁。通过结合“您”一词，您的读者会觉得如果他们没有帮助，没有人会。

To learn more, read our list of客户服务教育津贴il templatesnext.