Join Leslie O'Flahavan for an in-depth discussion in this video Challenge: Reading carefully, part of Writing Customer Service Emails.
(soft and calm music)…- In this lesson,…you've learned lots of ways to demonstrate to customers…that you read their emails closely.…So now I'm going to challenge you…to practice what you've learned…by responding to a customer's email.…Download the chapter two challenge…from the exercise files.…You'll see an email from a customer…who's upset with her power company…because she can't pay her bill online…using American Express.…The challenge includes a fact sheet…and a planning sheet to use…when you write your reply.…
When you're done,…come back and watch the solution video…to see what I wrote…and compare your response to mine.…
- 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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