Join Leslie O'Flahavan for an in-depth discussion in this video Excercise files, part of Writing Customer Service Emails.
- If you have access to the exercise file for this course, you can download them to your desktop. I've included handouts with examples of emails and tips on writing them. You also have access to challenges and solutions, so you can test your knowledge throughout the course. If you're viewing this course on a mobile device, a set-top device, or your membership doesn't provide access the the exercise files, that's okay. I encourage you to still follow along as we go through the course.
- 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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