While most emails are direct and to the point, it's still important that we take time to build rapport with the customer. That rapport will go a long way towards retaining that customer for the long-term.
- First impressions matter.…You don't want to be that person with the limp handshake,…and you don't want to be the new intern…who doesn't own an iron…and wears rumpled shirts to work every day.…You want to be the person…who makes a good first impression every time.…So let's see how to build rapport…by writing a sincere opening…and closing sentence in your email.…This rapport or feeling of connection…helps customers understand…that you really want to help them,…and they'll read your emails more closely…if you build rapport right from the start.…
The trick to writing a great opening sentence…is to free text half of it.…That means that while you may use…the same templated sentence to start every email,…you'll write much of the rest of it from scratch.…Here's how this works.…Instead of just writing thank you for contacting us,…add a few words of free text…that briefly mention what the customer wrote about.…Thank you for contacting us…about the problems you are having…logging in to your account.…
Or thank you for contacting us…
- 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
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