Want to write excellent customer service email? Learn the traits your emails must have, so that your written communications provide answers, build rapport, and prevent write-backs.
Overview
Syllabus
Introduction
- Customer service email is not dead
- Read emails analytically
- Anticipate follow-up questions
- Answer all of the customer's questions
- Answer difficult questions confidently
- Challenge: Answer a difficult question
- Solution: Answer a difficult question
- Explain your process to the customer
- Paraphrase the customer's situation
- Acknowledge the customer's feelings
- Challenge: Demonstrate you've read the customer's email
- Solution: Demonstrate you've read the customer's email
- Use personal pronouns
- Make your writing more like speaking
- When and how to apologize
- What to write after you apologize
- Avoid insincere wording
- When to empathize
- Challenge: Write an apology email
- Solution: Write an apology email
- Use the template as a starting point
- Make templates customizable
- Build rapport
- Challenge: Use a template to write a customized reply
- Solution: Use a template to write a customized reply
- Continue to sharpen customer service email skills
Taught by
Leslie O'Flahavan