Klantgericht mailen

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Even snel een mailtje tikken, de laatste voor vandaag en dan kan je afsluiten, snel zoek je naar de juiste woorden om je boodschap duidelijk te maken. Ondertussen plan je een andere afspraak in de agenda en luister je naar een collega. Komen dit soort momenten jou bekend voor?

Je bent niet de enige, uit onderzoek blijkt dat we vaak fouten maken in het opstellen van een e-mailtje naar klanten. Vaag en/of slordig taalgebruik, onvolledige zinnen. Dit tot onuitgesproken ergernis. Check een aantal e-mails en zie hoeveel typo’s en stijlfouten teksten bevatten. Hoe dit komt? Vaak heb je meer aandacht voor de inhoud van je boodschap en ben je als schrijver minder geneigd om aandacht te besteden aan de stijl en structuur van je e-mail. Bovendien lijkt tijdgebrek één van de grootste valkuilen.

En toch, het is helemaal niet zo ingewikkeld om je e-mails wat vriendelijker en klantgerichter op te stellen. Zelfs als je heel weinig tijd lijkt te hebben. Met een aantal handige tips kom je al een heel eind. Ik heb een aantal do’s en don’ts bij klantgericht e-mailen voor je op een rij gezet.

Do’s en don’ts

  1. Oké een open deur: maar richt je tijdens het opstellen van een e-mail enkel op de ontvanger en laat je niet verleiden tot multitasken.
  2. Gebruik vaste formats voor begeleidende e-mails zoals bijvoorbeeld bij het versturen van een offerte.
  3. Verplaats je in de lezer van je tekst wat is voor haar of hem handig en wat dient hij te doen of te weten na het lezen van de e-mail?
  4. Gebruik geen afkortingen in e-mails naar externe klanten, de ontvanger zal niet altijd weten wat je bedoelt. Bovendien maakt dit de tekst intern gericht.
  5. Gebruik altijd een aanhef in je e-mail; zoals ‘Beste’, ‘Goedemiddag’ of ‘Dag’, gevolgd door de naam van diegene die het betreft.
  6. Twijfel je of je met een man of een vrouw te maken hebt. Bel de klant na of gebruik de aanhef, ‘Beste heer/mevrouw,’.
  7. Vermijd het gebruik van emoticons in zakelijke e-mails. Je weet nu eenmaal niet hoe dit overkomt op de ontvanger en informatie kan verkeerd worden geïnterpreteerd.
  8. Bevat jouw e-mail uitgebreide informatie zoals een uitleg of een beschrijving. Stuur de inhoud dan mee als bijlage, zo kan de lezer dit op zijn gemak bekijken.
  9. Maak altijd gebruik van een beleefde afsluitende zin. Als voorbeeld: ‘Mocht u hierover verder nog vragen hebben dan verneem ik het graag.’ Met vriendelijke groet(en).
  10. Ben je niet helemaal zeker over de inhoud of bevat jouw e-mail nog wat onduidelijkheden? Kies ervoor om de klant te bellen, want echt het kost misschien iets meer tijd maar je kan daardoor vooraf al veel vragen tackelen.

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