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SNAP – Customer Service

Written on:July 8, 2012
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The power of simple, routine, consistently used customer service messages.

SNAP stands for: Status, Next Steps, Approximate Timeline, and Planned Outcome. These are the four parts of a highly effective message that you can send to your customers. Use this technique to set customer expectations and then to communicate with your customers about what you are doing and how that affects the service you are delivering.

You can see more about SNAP here.

Take a few minutes and 1) Listen to what your customers say to you; 2) Draft out a simple SNAP message and address the routine questions or issues raised by your customers; 3) Use these messages proactively, to get your message to your customer.

Most customers want information. Use these powerful SNAP messages to get that information to your customers.

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