Learn why you should explain your actions to your customer and how to do so. If you have reviewed the customer's account or done research on their behalf, explain what you've done in your email. You'll be perceived as more helpful and expert.
- Sometimes customers who are confused or unhappy…start to freak out a little in their emails,…so I want to give you some ways to respond…to let the customer know exactly…what you're doing to solve their problems.…The key is to be transparent.…When you use words that make your actions clear,…customers calm down and accept your help,…and even better, they write fewer followup emails.…So let's say a customer emails about…a refund for a defective watch, and asks,…"When will I get my refund?"…A standard form letter response would say,…"Our records show that we received…"your wristwatch on October 16th."…Our records show?…This is a tired old phrase that makes no sense.…
The fact is that you took action.…You reviewed the record, or you looked…at the customer's account, and that means…that you can give him accurate information…about what will happen next.…A simple rewrite is all you need.…I checked our records and I see…that we received your wristwatch on October 16th.…Next, give an explicit timeframe…in which they can expect a solution.…
Author
Leslie O'Flahavan
Released
3/16/2017- Determine what to include in an email response to a customer.
- Name three statements that should be included in an apology letter.
- List three ways to demonstrate sincerity in a customer service email.
- Identify the best way to evaluate and improve customer service emails.
- Apply techniques learned in the course to rewrite current templates.
- Examine emails for spelling, punctuation, and grammatical errors.
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 22s
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Excercise files31s
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1. Answer the Customer's Question
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2. Show Customers You've Read Their Email
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3. If You Must Apologize, Be Sincere
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Avoid cliché language3m 43s
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When to empathize4m 6s
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Challenge: Sincere1m 1s
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Solution: Sincere1m 7s
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4. Customize Templates to Avoid Sounding Robotic
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Make templates customizable3m 19s
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Build rapport3m 13s
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Solution: Templates1m 28s
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5. Build Your Email Writing Skills to Build Your Career
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Self evaluation3m 24s
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Conclusion
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Next steps48s
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Video: Explain your process to the customer