If you work in the transportation, shipping and logistics industry, you've probably already encountered opinions that calling customers can be faster and more effective than sending emails. But is this really true?
Let's first consider the advantages of calling:
Efficiency in urgent matters - Calling is more efficient when time is critical.
Real-time feedback - If we need a quick answer to our question, a phone call is probably the fastest way to get it, eliminating the time spent waiting for the client to check email or text.
Clear communication - During a phone call, it is easy to clarify complicated issues. In addition, there is less likelihood of any misunderstanding or misinterpretation.
Every solution has some disadvantages, calling as well:
Intrusiveness - Calling can interrupt customers at inappropriate times, which can be perceived as a nuisance.
Language barrier - With complex information or technical details, it is easier for misunderstandings to occur, which are harder to correct without a written record, and here emails or text messages can come to the rescue.
Lack of documentation - Unlike emails, phone calls do not leave easily searchable documentation, which may make it difficult to follow up on findings.
What about the advantages of emails?
Effective communication - Clear and concise emails make it easier to understand the information, which is crucial in an industry where precision and timeliness are essential.
More organized - Emails can serve as documentation and a point of reference. This makes it much simpler to track communication history and agreements.
Building trust - Professional emails, in which we present our assumptions and agreements clearly, build trust and strengthen relationships with clients. Clear and courteous communication shows that the company is reliable and cares about its customers.
Disadvantages:
Time-consuming - Writing personalized, well-thought-out emails can be time-consuming, especially when dealing with many clients or complex issues. In addition, the complex, formal language often used does not help reduce writing time.
Technical problems - Emails may not reach the recipient because of technical problems, such as spam filters, incorrect email addresses or server problems.
Lack of ability to adjust the message immediately - With emails, it is more difficult to adjust the content of the message to the customer's reaction in real time, which is possible during phone calls or meetings.
As you can see, both sending emails and calling have their advantages and disadvantages. How we communicate at work depends only on ourselves. It is worth finding out what our clients prefer and, if possible, adjusting the form of communication for the client.
What would you add to this list and what is your way of communicating with clients in the industry? Let us know in the comments!
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