How Should I Communicate With Customers?

How Should I Communicate With Customers?


The following KB is designed to help you better communicate with customers. Commissions can be quite complex to discuss (via email or in-person), so clarity is key. It definitely takes time and energy to draft clear emails.

When to Communicate?
If you are sure of your response, reach out immediately. This will lead to a better customer experience. Otherwise, check internally for a second opinion or check. 

How to Communicate?
  • Always start with a greeting
  • Recap the situation / ask
  • Use a subject such as "Sales Cookie - <Something>"
    • They might not know you, so the subject provides context
  • Try to include multiple related asks in one single email
    • But use separate email threads for unrelated topics  
  • Avoid excessive technical lingo (ex: "dynamic filtering formula")
  • Use headings to logically separate sections
  • Include screenshots when helpful or to "prove" findings
  • Use hyperlinks (ex: link to KBs, link to plan)
    • Note: calculations links may become obsolete after a re-run
  • Use NOT in capital letters when appropriate
  • Highlight / bold / underline text for key points & asks 
  • Provide exact steps to get to the interface
  • Use bullet points to improve readability
  • Copy sales@salescookie.com 
    • If you would like a follow-up if the customer does not respond

If there is too much back-and-forth via email, ask the customer if they would like to schedule a call. Someone else can take calls for you (ex: your time zone is not appropriate).

Example of Communication

Subject - Sales Cookie - Agent Calculation Error

Good evening John,

I looked into your June calculation error ("invalid quota") and have a few questions.

===== Question #1 - Agent Quotas =====
My understanding is that all your agents should have quota for plan Agent Commissions.

However, I do NOT see a quota for Eric and John, which is causing the calculation error.

Please do the following:
  • Go to Settings > Tools
  • Choose "Bulk Update User Quotas"
  • Enter custom variable @@Quota
  • Click on "Load All"
  • Check that every agent has a quota entered

Here is what it should look like.



===== Question #2 - Agent Rates =====
Lorem ipsum...

Regards,
John Doe.

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