Question & Answer: As manager of a customer service center, you want to help improve communications between employees…

As manager of a customer service center, you want to help improve communications between employees and customer. In this assignment, compose an email to be sent to all CSR (customer service representatives) explaining the concept of You Attitude and Reader benefits. In a Formal Email explain the concepts and encourage the employees to plan, write and revise their email communications for positive emphasis.

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Date: January 9, 2017

Subject: The ‘You Attitude’ and ‘Reader-Centered Writing’ – How may they help us!


Dear Colleague

Greetings of the day!

Congratulations for your continued support in achieving the target of our division last year. I know that you will continue your efforts in this year as well to help us gain the next peak of our success. Since this is just the beginning of 2017, I thought I should share with you some important concepts related to email communication with our customers that we carry out regularly.

The ‘You Attitude’ or the ‘Reader-Centered Writing’ is letting the reader of any written communication feel that the most important person in our business relationship is the READER. In such a communication, the communicator or the writer focuses on the ‘benefit of the readers’ phrases the whole text of communication by considering the reader’s point of view. You will get to know the magic of the ‘You Attitude’ when you start implementing the following few focus points.

  • Start looking from a ‘reader’s point of view’ i.e. how he/ she will perceive the communication
  • In every step, start highlighting the reader’s benefit
  • Start pointing the positives in each of the phases
  • Protect the reader’s ego
  • Appreciate the efforts of our readers
  • Uses appropriate business etiquette throughout communication

You may find a little more help from the examples that I have cited in the following table to explain these above-mentioned points.

Focus Points Examples that follow the ‘You Attitude’ Examples that don’t follow
Reader’s point of view So that dividend checks may reach you promptly, please fill out and return the other half of this card Please help us bring our records up-to-date by filling in and returning the other half of this card
Reader’s Benefits This machine can turn out one of your 100-item orders in six minutes (this is a benefit) This machine produces 17 parts per minute (this is a feature)
Pointing out the positive You will receive this order by Thursday 12th Jan 2017 The order cannot be sent before the next Thursday
Protecting the reader’s ego Your check arrived without a signature (direct speech avoided while criticizing any action that is pending from the reader) You failed to sign the check
Appreciate reader’s effort Thanking the readers for his last order or any of his last action which went well for our company

I assure you that if you use the ‘You Attitude’ in your communication with our customers, you can do wonders and can reach to the next highest level of achievement. If you have any further suggestion regarding this communication, please write to me as a reply to this email.

Thanks and Regards

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