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
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.