Final answer:
The biggest obstacle to likability in written customer service is conveying tone and emotion, which requires clear, concise, and careful language to avoid misunderstandings and create a positive first impression.
Step-by-step explanation:
The biggest obstacle to likability when serving customers via written channels is effectively conveying tone, as the absence of non-verbal cues makes it difficult to express emotions and attitudes. It is crucial to be clear, concise, and to the point to avoid misinterpretations. To maintain a professional demeanor, avoid using text language or all capital letters. One must consider their audience's knowledge level, avoid technical jargon without explanation, and ensure the tone is appropriate for the context. Remember, the first impression in written communication is vital and cannot be redone, so it should be executed with care. In addition, one should balance the need for proper background information to prevent confusion.
With the advent of newer communication methods, such as non-voice messaging apps, traditional communication methods are being replaced, emphasizing the importance of adapting to evolving communication preferences, especially among the youth. While effective verbal and written communication are both essential, focusing on achieving clarity and professionalism in written communication is integral for customer service success.