We have all received a customer service email that is full of cliché language. It was cold and impersonal. In this video, learn how to write customer service emails that provide a personal touch.
- Remember when you were little…and you ate your sister's Halloween candy…and your mom made you apologize to her?…You said, "Sorry."…Yeah, that type of insincere apology…might have worked when you were eight years old,…but it doesn't work when you're apologizing…to a customer in an email.…Let me show you why you should avoid cliched language…and how to use specific, genuine wording…when you apologize to a customer.…Sometimes, an apology is all we can offer a customer,…so we need to do it right.…
Let's say a customer sends your company this email.…Your company messed up the delivery time,…so you'll probably refund the shipping charges,…but it's not just the refund that makes…the customer feel that you care.…It's the words you use when you say you're sorry.…Here's the classic, cliched way of apologizing.…"Thank you for contacting us regarding this matter.…"We regret any inconvenience this might have caused."…Stop, we are not going to use those words…when we apologize to a customer.…
"We regret any inconvenience this might have caused"…
- Reading emails carefully
- Anticipating follow-up questions
- Answering all of the customer's questions
- Handling difficult questions
- Explaining your process to the customer
- Paraphrasing the customer's situation
- Acknowledging the customer's feelings
- Apologizing when appropriate
- Avoiding clichéd language
- Demonstrating empathy and sincerity in your writing
- Building rapport
Skill Level Beginner
Customer Service Foundations (2014)with Jeff Toister1h 57m Beginner
Managing a Customer Contact Centerwith Brad Cleveland1h 31m Intermediate
1. Answer the Customer's Question
2. Show Customers You've Read Their Email
3. If You Must Apologize, Be Sincere
4. Customize Templates to Avoid Sounding Robotic
5. Build Your Email Writing Skills to Build Your Career
Self evaluation3m 24s
- Mark as unwatched
- Mark all as unwatched
Are you sure you want to mark all the videos in this course as unwatched?
This will not affect your course history, your reports, or your certificates of completion for this course.Cancel
Take notes with your new membership!
Type in the entry box, then click Enter to save your note.
1:30Press on any video thumbnail to jump immediately to the timecode shown.
Notes are saved with you account but can also be exported as plain text, MS Word, PDF, Google Doc, or Evernote.