Published: January 9, 2026
🔄 What's Changing
We're sharing a quick tip to help you improve your customer communication and boost satisfaction scores. This guidance builds on the SAIB workshop and coaching sessions, giving you practical ways to enhance every customer interaction.
This is going to be a new, continuous series which will bring you a Quick Tip regularly.
📌 The Quick Tip: Address customers by their name from the start.
Instead of opening your emails with a general greeting like "Dear customer," use their actual name: "Dear Nikoletta." This small change makes a big difference, even when you're using templates.
🎯 Why It Matters
Personalised communication builds trust and leads to more positive outcomes, especially in difficult situations. When customers feel seen and valued, they respond more positively. This approach also aligns perfectly with our refurbed Tone of Voice.
The impact: Following this tip will improve your CSAT scores over time and could help reduce the number of sellers with low satisfaction ratings. You'll see the results reflected in urgent case resolutions and quality gradings.