Talking to customers should be clear and simple. If you like the customer to understand how smart you are, you can write a book and give it them as a present. But when you communicate, be clear on your message.
Dealing with a colleague when with a customer
Never argue or contradict a colleague when a customer is present. It requires a great deal of patience and sensitivity in your response. Find the way to deliver the right message in a way that is not argumentative or contradictory.
Emails – Never Use the BCC option on an email
It is sort of dishonest move in any circumstances. It is especially wrong in context of a customer. When I refer to BCC here, I mean allowing someone to be present in a conversation when others are unaware of it.
Emails – One To in the the To box
When many people are responsible for an action, it is like nobody is responsible for the action. There are ways around it, but it is really the best to make it clear who is responsible by assigning them the To box rather than CC box.
Similarly, forwarding an email is also something to be careful with.
Emails – No adds
Office politics exist in any organization. You should avoid falling into your customer’s office politics traps. Adding a new person (from the customer side) to an already existing customer conversation exposes them to things others (from the customer side) may not want them to be exposed to.