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LinkedIn Learning

Writing Customer Service Emails

via LinkedIn Learning

Overview

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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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