Join Leslie O'Flahavan for an in-depth discussion in this video Challenge: Sincere, part of Writing Customer Service Emails.
- In this lesson, you learned about writing sincere apologies and using empathy in customer service email. These writing skills are so important because saying I'm sorry or I understand how you feel is often all we can offer our customers. But, as Elton John says, sorry seems to be the hardest word, so I'm going to challenge you to practice what you've learned by writing a sincere reply to an upset customer. Download the Chapter 03 Challenge from the Exercise Files.
You'll see an email from a customer whose loyalty points weren't correctly recorded in his account. He's upset because this error has happened before. When you write your reply, be sure to apologize sincerely, use fresh, not cliched wording and show empathy. 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
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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