Paraphrasing the customer's situation proves that you read the customer's email. Include the specific of the customer's complaint or other details they've shared. Learn to recognize what to paraphrase and how to do it.
- You're getting ready to run the grocery store…to pick up a few things.…You're almost out the door when your roommate calls out,…"Can you pick me up some coffee filters,…"toothpicks, and Kleenex?"…You replay, "Yeah, sure, will do."…But something in your voice makes your roommate wonder…if you were really listening.…All of a sudden she's in the doorway blocking your exit.…She says, "Repeat it back.…"What did I ask you to pick up?"…You smile and reply,…"Coffee filters, tissues, and toothpicks.…"Got it."…That's paraphrasing in action.…
It works with roommates and it works really well…when you're writing emails to customers.…Paraphrasing the customer's complaint or question…is an email best practice.…When you do this you show that you read the customer's email…closely and that you care about them personally.…For example, when a customer's email mentions…that he ordered a gift card for his wife's birthday,…but it arrived late,…your reply should mention the wife or the birthday.…That's paraphrasing.…
Another best practice is to include details…
- 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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