Whether it's via emails or chats, you must pay attention to your tone and how you respond.
A good rule of thumb is to craft a written message and reread it at least twice because you can only hit SEND once!
Here’s an old customer service trick that will help you with your tone. And this goes for phone calls, emails, chats or any customer interaction.
Before you speak (or write) in a snippy way, ask yourself, “Would I talk to my grandma like this?”