Check your email before sending

Customer service emails are frequently misunderstood, misconstrued, or simply miss the mark. Here's a simple checklist you can use to review your own emails before sending. You won't use this for every email, but try using it with a few until you get the hang of it.

  • Tone: Does the tone of the email sound friendly?
  • Readability: Does the email include appropriate grammar, punctuation, and spelling?
  • Action-oriented: Did you state the purpose of the email in the first paragraph?
  • Helpfulness: Does it provide additional information the recipient is likely to need?
  • Image: Is the email professionally written?