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LinkedIn Learning

Writing Customer Service Emails

via LinkedIn Learning

Overview

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.

Syllabus

Introduction
  • Customer service email is not dead
1. Answer the Customer's Question
  • 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
2. Show Customers You've Read Their Email
  • 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
3. Use an Engaging Tone with Customers
  • Use personal pronouns
  • Make your writing more like speaking
4. If You Must Apologize, Be Sincere
  • 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
5. Customize Templates to Avoid Sounding Robotic
  • 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
Conclusion
  • Continue to sharpen customer service email skills

Taught by

Leslie O'Flahavan

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4.8 rating at LinkedIn Learning based on 1160 ratings

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