- 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
- Writing good customer service emails can be really hard. Your customers can be angry, demanding, even irrational. Your manager has probably set high expectations about how many emails you'll respond to per day or even per hour. Or maybe writing isn't something you do well. Whatever the reason, let's get to work. I'm Leslie O'Flahavan. I'm an experienced writing teacher and contact center consultant. I specialize in helping customer service professionals write great emails, chats, and social media posts.
In this course, we'll start by looking at what makes a great customer service email. Then I'll show you how to really read emails and how to answer all of a customer's questions even the ones they didn't know to ask. You'll learn when to apologize and how to sound sincere while you're doing it and you'll see how you can customize templates so you don't sound like a robot. Believe it or not, some people think it's easy to write customer service emails. Anyone who thinks your job is easy hasn't met your customers.
By taking this course and completing the exercises and challenges you'll be on your way to becoming a great email writer. Let's get started.