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How should I tell a customer about typographic mistakes?
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I am working at a company which sends millions of SMS for all sorts of customers. Many banks are among them. For some customers, we have stored message templates in our database. Every once in a while, the customer contacts us and asks to modify some of their templates. These templates come in several lanugages. As one of them is my mother tongue, I often realise that there are typographic or grammatical mistakes in those texts.
At my company, I am currently the only one who cares for those messages whenever the customer asks for a modification. Although it is none of my business, I feel that I may tell them.
So, my question is: Should I address this at all? If, what is the best way to tell it via e-mail?
communication language
asked 33 mins ago
rexkogitans
1535
add a comment |Â
up vote
2
down vote
favorite
I am working at a company which sends millions of SMS for all sorts of customers. Many banks are among them. For some customers, we have stored message templates in our database. Every once in a while, the customer contacts us and asks to modify some of their templates. These templates come in several lanugages. As one of them is my mother tongue, I often realise that there are typographic or grammatical mistakes in those texts.
At my company, I am currently the only one who cares for those messages whenever the customer asks for a modification. Although it is none of my business, I feel that I may tell them.
So, my question is: Should I address this at all? If, what is the best way to tell it via e-mail?
communication language
asked 33 mins ago
rexkogitans
1535
Do you communicate directly with the client ? When you receive such a request, is there a sense of urgency (i.e. the modification must be made within 1 hour) ?
– Aserre
30 mins ago
@JoeStrazzere The customer sends them via e-mail, and I put them into the database.
– rexkogitans
30 mins ago
@Aserre No urgency, often weeks of tests, and I communicate directly.
– rexkogitans
29 mins ago
Are you 100% sure they are mistakes, the language I use most has differences both in vocab, spelling and some grammar in different areas. As well as a formal and informal type. It also has local idiosyncrasies especially used in text messages.
– Kilisi
18 mins ago
add a comment |Â
up vote
2
down vote
favorite
up vote
2
down vote
favorite
I am working at a company which sends millions of SMS for all sorts of customers. Many banks are among them. For some customers, we have stored message templates in our database. Every once in a while, the customer contacts us and asks to modify some of their templates. These templates come in several lanugages. As one of them is my mother tongue, I often realise that there are typographic or grammatical mistakes in those texts.
At my company, I am currently the only one who cares for those messages whenever the customer asks for a modification. Although it is none of my business, I feel that I may tell them.
So, my question is: Should I address this at all? If, what is the best way to tell it via e-mail?
communication language
asked 33 mins ago
rexkogitans
1535
I am working at a company which sends millions of SMS for all sorts of customers. Many banks are among them. For some customers, we have stored message templates in our database. Every once in a while, the customer contacts us and asks to modify some of their templates. These templates come in several lanugages. As one of them is my mother tongue, I often realise that there are typographic or grammatical mistakes in those texts.
At my company, I am currently the only one who cares for those messages whenever the customer asks for a modification. Although it is none of my business, I feel that I may tell them.
So, my question is: Should I address this at all? If, what is the best way to tell it via e-mail?
communication language
communication language
asked 33 mins ago
rexkogitans
1535
asked 33 mins ago
rexkogitans
1535
asked 33 mins ago
rexkogitans
1535
asked 33 mins ago
rexkogitans
1535
asked 33 mins ago
rexkogitans
1535
1535
Do you communicate directly with the client ? When you receive such a request, is there a sense of urgency (i.e. the modification must be made within 1 hour) ?
– Aserre
30 mins ago
@JoeStrazzere The customer sends them via e-mail, and I put them into the database.
– rexkogitans
30 mins ago
@Aserre No urgency, often weeks of tests, and I communicate directly.
– rexkogitans
29 mins ago
Are you 100% sure they are mistakes, the language I use most has differences both in vocab, spelling and some grammar in different areas. As well as a formal and informal type. It also has local idiosyncrasies especially used in text messages.
– Kilisi
18 mins ago
add a comment |Â
Do you communicate directly with the client ? When you receive such a request, is there a sense of urgency (i.e. the modification must be made within 1 hour) ?
– Aserre
30 mins ago
@JoeStrazzere The customer sends them via e-mail, and I put them into the database.
– rexkogitans
30 mins ago
@Aserre No urgency, often weeks of tests, and I communicate directly.
– rexkogitans
29 mins ago
Are you 100% sure they are mistakes, the language I use most has differences both in vocab, spelling and some grammar in different areas. As well as a formal and informal type. It also has local idiosyncrasies especially used in text messages.
– Kilisi
18 mins ago
Do you communicate directly with the client ? When you receive such a request, is there a sense of urgency (i.e. the modification must be made within 1 hour) ?
– Aserre
30 mins ago
Do you communicate directly with the client ? When you receive such a request, is there a sense of urgency (i.e. the modification must be made within 1 hour) ?
– Aserre
30 mins ago
@JoeStrazzere The customer sends them via e-mail, and I put them into the database.
– rexkogitans
30 mins ago
@JoeStrazzere The customer sends them via e-mail, and I put them into the database.
– rexkogitans
30 mins ago
@Aserre No urgency, often weeks of tests, and I communicate directly.
– rexkogitans
29 mins ago
@Aserre No urgency, often weeks of tests, and I communicate directly.
– rexkogitans
29 mins ago
Are you 100% sure they are mistakes, the language I use most has differences both in vocab, spelling and some grammar in different areas. As well as a formal and informal type. It also has local idiosyncrasies especially used in text messages.
– Kilisi
18 mins ago
Are you 100% sure they are mistakes, the language I use most has differences both in vocab, spelling and some grammar in different areas. As well as a formal and informal type. It also has local idiosyncrasies especially used in text messages.
– Kilisi
18 mins ago
add a comment |Â
4 Answers
4
active
oldest
votes
up vote
4
down vote
accepted
As you mention there is no urgency and you have a direct contact with the sender, I would suggest coming back to them with something like that :
Dear client,
I've received your request and implemented the changes in our
database.
However, It's come to my attention that in the template I
received, you wrote the word 'FouBare'. Maybe you meant to write
'FooBar' ?
Please tell me if you would like to make modifications or
publish the message as-is.
If you do so, you'd have to be sure you are correct, and that the client is not in fact using obscure or technical vocabulary that would be grammatically correct nonetheless.
Note :
Even if you see common typos or very elementary mistakes, I would always come back to the client with the suggested corrections before putting them in the database. That way, you have an email trail and the client has to directly approve the final modifications.
answered 26 mins ago
Aserre
727815
1
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
add a comment |Â
up vote
4
down vote
Should I address this at all? If, what is the best way to tell it via
e-mail?
Quality is everyone's responsibility. So yes, you should try to find a way to address the quality issues you see. And preventing an error is almost always preferred over discovering an issue in production.
Talk to your manager, or the project manager, or whoever is responsible for owning the client relationship.
Mention that you occasionally see issues in some of the templates, and ask how you could best convey the issues you are seeing so that they are corrected before being sent.
In some companies, a bug report would be appropriate. In other companies, a quick note to your company's client support person would be appropriate. In a few companies, they would want you to respond directly to the client.
Just ignoring an obviously incorrect template isn't helping anyone.
answered 27 mins ago
Joe Strazzere
234k115688977
add a comment |Â
up vote
-2
down vote
No.
It's up to them to check their own templates. If they want a particular spelling, you shouldn't change it without their permission.
If they want to change their wording after seeing the issue or someone else reporting it to them, then they can do that.
answered 31 mins ago
Snow♦
55.1k47178225
add a comment |Â
up vote
-2
down vote
Do your company charge for text verification?
If not then it's not your problem and not you responsibility and you would be doing somebody else job for free (for example the translation agency that get paid for that)
If yes then it's the corrector job.
You can just let your company know that there is a profit to be made by offering text check for customers.
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
add a comment |Â
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4 Answers
4
active
oldest
votes
4 Answers
4
active
oldest
votes
active
oldest
votes
active
oldest
votes
up vote
4
down vote
accepted
As you mention there is no urgency and you have a direct contact with the sender, I would suggest coming back to them with something like that :
Dear client,
I've received your request and implemented the changes in our
database.
However, It's come to my attention that in the template I
received, you wrote the word 'FouBare'. Maybe you meant to write
'FooBar' ?
Please tell me if you would like to make modifications or
publish the message as-is.
If you do so, you'd have to be sure you are correct, and that the client is not in fact using obscure or technical vocabulary that would be grammatically correct nonetheless.
Note :
Even if you see common typos or very elementary mistakes, I would always come back to the client with the suggested corrections before putting them in the database. That way, you have an email trail and the client has to directly approve the final modifications.
answered 26 mins ago
Aserre
727815
1
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
add a comment |Â
up vote
4
down vote
accepted
As you mention there is no urgency and you have a direct contact with the sender, I would suggest coming back to them with something like that :
Dear client,
I've received your request and implemented the changes in our
database.
However, It's come to my attention that in the template I
received, you wrote the word 'FouBare'. Maybe you meant to write
'FooBar' ?
Please tell me if you would like to make modifications or
publish the message as-is.
If you do so, you'd have to be sure you are correct, and that the client is not in fact using obscure or technical vocabulary that would be grammatically correct nonetheless.
Note :
Even if you see common typos or very elementary mistakes, I would always come back to the client with the suggested corrections before putting them in the database. That way, you have an email trail and the client has to directly approve the final modifications.
answered 26 mins ago
Aserre
727815
1
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
add a comment |Â
up vote
4
down vote
accepted
up vote
4
down vote
accepted
As you mention there is no urgency and you have a direct contact with the sender, I would suggest coming back to them with something like that :
Dear client,
I've received your request and implemented the changes in our
database.
However, It's come to my attention that in the template I
received, you wrote the word 'FouBare'. Maybe you meant to write
'FooBar' ?
Please tell me if you would like to make modifications or
publish the message as-is.
If you do so, you'd have to be sure you are correct, and that the client is not in fact using obscure or technical vocabulary that would be grammatically correct nonetheless.
Note :
Even if you see common typos or very elementary mistakes, I would always come back to the client with the suggested corrections before putting them in the database. That way, you have an email trail and the client has to directly approve the final modifications.
answered 26 mins ago
Aserre
727815
As you mention there is no urgency and you have a direct contact with the sender, I would suggest coming back to them with something like that :
Dear client,
I've received your request and implemented the changes in our
database.
However, It's come to my attention that in the template I
received, you wrote the word 'FouBare'. Maybe you meant to write
'FooBar' ?
Please tell me if you would like to make modifications or
publish the message as-is.
If you do so, you'd have to be sure you are correct, and that the client is not in fact using obscure or technical vocabulary that would be grammatically correct nonetheless.
Note :
Even if you see common typos or very elementary mistakes, I would always come back to the client with the suggested corrections before putting them in the database. That way, you have an email trail and the client has to directly approve the final modifications.
answered 26 mins ago
Aserre
727815
edited 14 mins ago
answered 26 mins ago
Aserre
727815
answered 26 mins ago
Aserre
727815
answered 26 mins ago
Aserre
727815
727815
1
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
add a comment |Â
1
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
1
1
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
As suggested by @JoeStrazzere, I talked to my manager, and he came up with exactly Aserre's answer. Thanks for the great community help!
– rexkogitans
12 mins ago
add a comment |Â
up vote
4
down vote
Should I address this at all? If, what is the best way to tell it via
e-mail?
Quality is everyone's responsibility. So yes, you should try to find a way to address the quality issues you see. And preventing an error is almost always preferred over discovering an issue in production.
Talk to your manager, or the project manager, or whoever is responsible for owning the client relationship.
Mention that you occasionally see issues in some of the templates, and ask how you could best convey the issues you are seeing so that they are corrected before being sent.
In some companies, a bug report would be appropriate. In other companies, a quick note to your company's client support person would be appropriate. In a few companies, they would want you to respond directly to the client.
Just ignoring an obviously incorrect template isn't helping anyone.
answered 27 mins ago
Joe Strazzere
234k115688977
add a comment |Â
up vote
4
down vote
Should I address this at all? If, what is the best way to tell it via
e-mail?
Quality is everyone's responsibility. So yes, you should try to find a way to address the quality issues you see. And preventing an error is almost always preferred over discovering an issue in production.
Talk to your manager, or the project manager, or whoever is responsible for owning the client relationship.
Mention that you occasionally see issues in some of the templates, and ask how you could best convey the issues you are seeing so that they are corrected before being sent.
In some companies, a bug report would be appropriate. In other companies, a quick note to your company's client support person would be appropriate. In a few companies, they would want you to respond directly to the client.
Just ignoring an obviously incorrect template isn't helping anyone.
answered 27 mins ago
Joe Strazzere
234k115688977
add a comment |Â
up vote
4
down vote
up vote
4
down vote
Should I address this at all? If, what is the best way to tell it via
e-mail?
Quality is everyone's responsibility. So yes, you should try to find a way to address the quality issues you see. And preventing an error is almost always preferred over discovering an issue in production.
Talk to your manager, or the project manager, or whoever is responsible for owning the client relationship.
Mention that you occasionally see issues in some of the templates, and ask how you could best convey the issues you are seeing so that they are corrected before being sent.
In some companies, a bug report would be appropriate. In other companies, a quick note to your company's client support person would be appropriate. In a few companies, they would want you to respond directly to the client.
Just ignoring an obviously incorrect template isn't helping anyone.
answered 27 mins ago
Joe Strazzere
234k115688977
Should I address this at all? If, what is the best way to tell it via
e-mail?
Quality is everyone's responsibility. So yes, you should try to find a way to address the quality issues you see. And preventing an error is almost always preferred over discovering an issue in production.
Talk to your manager, or the project manager, or whoever is responsible for owning the client relationship.
Mention that you occasionally see issues in some of the templates, and ask how you could best convey the issues you are seeing so that they are corrected before being sent.
In some companies, a bug report would be appropriate. In other companies, a quick note to your company's client support person would be appropriate. In a few companies, they would want you to respond directly to the client.
Just ignoring an obviously incorrect template isn't helping anyone.
answered 27 mins ago
Joe Strazzere
234k115688977
edited 24 mins ago
answered 27 mins ago
Joe Strazzere
234k115688977
answered 27 mins ago
Joe Strazzere
234k115688977
answered 27 mins ago
Joe Strazzere
234k115688977
234k115688977
add a comment |Â
add a comment |Â
up vote
-2
down vote
No.
It's up to them to check their own templates. If they want a particular spelling, you shouldn't change it without their permission.
If they want to change their wording after seeing the issue or someone else reporting it to them, then they can do that.
answered 31 mins ago
Snow♦
55.1k47178225
add a comment |Â
up vote
-2
down vote
No.
It's up to them to check their own templates. If they want a particular spelling, you shouldn't change it without their permission.
If they want to change their wording after seeing the issue or someone else reporting it to them, then they can do that.
answered 31 mins ago
Snow♦
55.1k47178225
add a comment |Â
up vote
-2
down vote
up vote
-2
down vote
No.
It's up to them to check their own templates. If they want a particular spelling, you shouldn't change it without their permission.
If they want to change their wording after seeing the issue or someone else reporting it to them, then they can do that.
answered 31 mins ago
Snow♦
55.1k47178225
No.
It's up to them to check their own templates. If they want a particular spelling, you shouldn't change it without their permission.
If they want to change their wording after seeing the issue or someone else reporting it to them, then they can do that.
answered 31 mins ago
Snow♦
55.1k47178225
answered 31 mins ago
Snow♦
55.1k47178225
answered 31 mins ago
Snow♦
55.1k47178225
answered 31 mins ago
Snow♦
55.1k47178225
55.1k47178225
add a comment |Â
add a comment |Â
up vote
-2
down vote
Do your company charge for text verification?
If not then it's not your problem and not you responsibility and you would be doing somebody else job for free (for example the translation agency that get paid for that)
If yes then it's the corrector job.
You can just let your company know that there is a profit to be made by offering text check for customers.
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
add a comment |Â
up vote
-2
down vote
Do your company charge for text verification?
If not then it's not your problem and not you responsibility and you would be doing somebody else job for free (for example the translation agency that get paid for that)
If yes then it's the corrector job.
You can just let your company know that there is a profit to be made by offering text check for customers.
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
add a comment |Â
up vote
-2
down vote
up vote
-2
down vote
Do your company charge for text verification?
If not then it's not your problem and not you responsibility and you would be doing somebody else job for free (for example the translation agency that get paid for that)
If yes then it's the corrector job.
You can just let your company know that there is a profit to be made by offering text check for customers.
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
Do your company charge for text verification?
If not then it's not your problem and not you responsibility and you would be doing somebody else job for free (for example the translation agency that get paid for that)
If yes then it's the corrector job.
You can just let your company know that there is a profit to be made by offering text check for customers.
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
answered 23 mins ago
SZCZERZO KÃ…ÂY
1,467112
1,467112
add a comment |Â
add a comment |Â
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Do you communicate directly with the client ? When you receive such a request, is there a sense of urgency (i.e. the modification must be made within 1 hour) ?
– Aserre
30 mins ago
@JoeStrazzere The customer sends them via e-mail, and I put them into the database.
– rexkogitans
30 mins ago
@Aserre No urgency, often weeks of tests, and I communicate directly.
– rexkogitans
29 mins ago
Are you 100% sure they are mistakes, the language I use most has differences both in vocab, spelling and some grammar in different areas. As well as a formal and informal type. It also has local idiosyncrasies especially used in text messages.
– Kilisi
18 mins ago