The Importance of Grammar in Customer Service

Video Transcript

"Now we're going to discuss the types of customer service. I'm Pamela Unruh on behalf of Expert Village. Another important factor to remember when you're dealing with a customer using written communication, make sure that your grammar and your spelling are correct. Now as you're looking at the flip chart, I'm going to ask you to take a very careful look at it and see if you notice anything about the words on the sheet? I'm sure that you have already, there's no E in accuracy. Now that kind of error alone could make you think, well this instructor doesn't necessarily know what she's talking about when it comes to accuracy because accuracy is spelled inaccurately. But, you can see how those kind of things can take away from your expertise. Your grammar and your spelling are very very important. Now even if you're sending a letter to someone who is not necessarily a grammarian, he can tell if there is something wrong with the sentence structure or if words are absolutely misspelled. My daughter brought home a letter from her 3rd grade teacher one year and there were so many errors in it that I corrected it with a red pen and I sent it back. It was so bad that I was really not very confident about that person's ability to teach my 3rd grade daughter at this point. Your customer won't be either if you send out words that are misspelled, your sentences aren't exactly structured right, it just really makes it sound like you don't know what you're talking about. It undermines any bit of confidence that your customer may of had with you. So be sure to watch the spelling and the grammar."