Punctuation

Long explanations may confuse customers. Sometimes it is difficult to remember that they do not have the same knowledge about the Safelink service than we do. That is why we always need to be as clear as possible, above all when the explanations are extensive. Following, we will see some cases where punctuation can be improved:

The first sentence introduces a circumstance that is subordinated to the second sentence (that is the main clause), reason why it is not correct to present them as two independent clauses:

Correction: If you will send it to us by Mail, we will receive it within 7 to 10 business days.

Correction: Upon checking here, Sir, your account is on Pending status.

• Right now, John, the account is Pending.

• Thank you for the information, Mam.

• As I was telling you, Mary, the phone has been shipped yesterday.

As we can see, the above message lacks many punctuation marks, reason why it will be very difficult for the customer to make sense out of it. In these cases, punctuation is essential to deliver a clear message:

Correction: Upon checking the status of your application, it is still on Pending status. There’s no need to send proof, because the New Jersey State Agency will validate your application. However, it’s over the timeframe to validate your application.

Here’s another example:

The sentences are not correctly punctuated, reason why the message is not totally clear:

Correction: But you can upload it online, because that is the fastest way to receive the proof via text. It may take up to 48 hours for us to receive and process your proof.

Agents need to focus on the sentence structures to avoid these kinds of repetitions:

Correct: First, we need to reject the account, so that…

Correct: We need to reject the account first, so that…