Have you ever gotten an email from someone that just didn't sit well with you? It happens all the time in customer service, too. In this video, learn three things you can do to make your emails read more naturally, closer to how you speak.
- Have you ever gotten an email from someone…that just didn't sit well with you?…But then you talk to the person on the phone,…or see them in person, and realize it was just…the tone of the email that got lost in translation.…It happens all the time in customer service, too.…That's why I'm going to share with you…three things you can do to make your emails…read more naturally, like you talk.…First, write in a casual, conversational tone.…
Emails shouldn't read like a formal business letter.…They should be worded in a way that is…casual and conversational.…Instead of typing ABC Company apologizes…for your experience, try something like,…we're sorry about the issues you had…at our Baldwin location last week.…Write your emails the way you talk if you…were having a face-to-face conversation…with your customer, casually and conversationally.…
Second, use lots of personal pronouns.…I, we, me, you make emails read more…like face-to-face conversations,…and this fosters a sense of rapport.…I've sent your feedback over to my quality team,…
- Identify how to build a rapport with customers through acknowledging concern.
- Explore the rapport building technique of yielding to customers.
- Break down how speaking in complete sentences during a customer service call helps to build rapport.
- Examine the ways to build rapport through a customer chat interaction.
- Identify the best ways to use rapport to disarm angry customers.