Join Leslie O'Flahavan for an in-depth discussion in this video Next steps, part of Writing Customer Service Emails.
- Congratulations, you've completed the course.…You've put in a lot of time and effort…to become a better email writer.…You should be very proud of yourself.…There are lots of ways I can help you…and your colleagues become better writers.…Start by visiting my website, where you can…download white papers on writing great email and chat,…or subscribe to my newsletter to get…monthly tips about writing well.…You can also consider our onsite, in person courses…that are customized to your company's needs.…
Your whole team can participate in an ewrite course.…Get more information on my website, send me an email,…or connect with me on LinkedIn.…You'll also find me on Twitter.…I look forward to hearing from you,…and wish you the best in your writing career.…
- 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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