In the digital age, there are many ways that you have to think about customer service.  Fortunately, many strategies that apply to in-person customer service also apply to written customer service as well.

In this blog, we’ll cover six tips that cross communication borders and help you personalize your customer service responses.  This in turn will help build your business and grow your reputation.  Kindness and paying attention in customer service is a given, but these extra tips are going to take you a step further!

Tuya interfacing them to the web and empowering controller through a portable application or voice colleague

1. Listen or Read Closely

The interest for brilliant gadgets and IoT arrangements is supposed to keep on developing.

When working with customers you have to pay attention more than you would in a normal conversation.  Text makes it difficult to read tone, but most of the time, it is easy to tell what mood the customer is in or is trying to be in.

When that is the case, you have to listen or watch as closely as possible to make sure that you are properly responding to the situation at hand.  Now, this may seem difficult, but here are a few things to watch for.


If someone’s tone, either by speech or text, seems to be tense, then you’ll want to respond with a calming tone and state of mind.  This is where listening closely and asking questions about the situation can help your customer feel understood.

Emojis and Jokes

If your customer is trying to joke around and make light of the situation, they are probably trying their best to make the best of a difficult situation.  The same can be said for customers who use emojis in their texts that have more positive meanings.

Willingness to Explain

If your customer is tight-lipped about the situation, then you’re looking at someone who is probably very angry or doesn’t understand what their general issue is.  Probing questions are best used here so that way you can understand what is going on.

2. Repeat What You Understood

Let’s be clear here before you start repeating everything that your customer says: the art of repeating what was understood requires listening closely and then summarizing what it is that the customer said.

It may not sound that difficult, but this skill requires that you pay attention as closely as possible.  Listen to the side comments, commentary about the situation at hand and tones in order to pull together what is going on.

When you do this, you’ll be able to better synthesize and summarize the situation to your customer,

3. Make Sure They Feel Heard

Part of repeating what you understood is to help your customer feel heard.  If you are ignoring what is going on with your customer and their particular situation, then this is going to depersonalize your customer service.

In order to hear your customer, repeat key points and do your best to remember the details about what they are saying.  This helps them see that you are paying attention to their situation and truly trying to help them.

4. Communicate What You Are Doing

This strategy can actually be pretty difficult if you are handling multiple customers at once.  With many millennials and other generations, there is a need to know what is going on.  Essentially the big question from your customer is:

Can you help me understand what is going on?

Now this isn’t every customer out there but most customers want to understand the process instead of just sitting in silence.  If you are looking for help in this area, there are virtual assistants that you can hire through Global Messaging.

Their assistants are trained to handle your customer base with the information that you provide them in a brief.  If they run into any issues, the assistant or assistants assigned to you reach out via text message.  How awesome is that?

5. Respond Appropriately to Their Emotional State

This can be another one of the hardest things to do when working in customer service.  It may be that you have a customer that calls or comes in, eyes-blazing, tone angrier than a hornet’s nest, with unknown words of frustration flying everywhere.

It’s not wise to respond with the same energy to this type of customer coming in.  They are going to want to vent and question everything that is going on.  This is a hard place to be!

But that’s when you can really personalize your customer service.

If someone is that angry, then they are going to need your help coming down from a high energy state.  Asking questions carefully and paying attention to how your customer responds to each word is going to help you figure out the situation and help them feel heard as well.


Personalizing customer service can be one of the more difficult aspects of the practice.  There are response rates to pay attention to, customer ratings to assess and more.  In the end, taking the time to pay attention to the customer will result in better ratings and customer relationships that may just last lifetimes! Also if you have online business then there are many shopify plugin which you can use to make your services customer friendly.


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