Handling Conflict In Written Communication: Part 1

When you're supporting customers remotely, you don't have facial expressions or vocal tone to guide you, just words on a screen. That means it's crucial to learn how to read between the lines. In this section, "Spotting Trouble Early: Red Flags in Written Messages," we explore how seemingly simple messages can carry strong emotional signals. From capital letters to sarcastic remarks or repeated complaints, these red flags reveal growing frustration and unmet expectations. By learning to recognise them early, you can respond with clarity and care before a message turns into a meltdown.