Join Leslie O'Flahavan for an in-depth discussion in this video Challenge: Templates, part of Writing Customer Service Emails.
(bright synthesizer music) - You've learned a lot about customizing email templates and building rapport with your customers. So I'm going to challenge you to put it all together now. Download the Chapter Four Challenge, you'll see an email from Jerome Donaldson. Jerome wants to market his new business, so he's written to ask about the cost to distribute a press release. You'll also see a template to use with your response. But as we've learned in this chapter, the template is just the starting point.
Now, write your response. When you finish, watch the solution video and I'll show you how I customize the template in my response.
- 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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