It's time to step back and look at some of the customer service emails you've written in the past, and do an honest evaluation. Are they personal? Are they helpful? Do they lead to customer retention? In this video, we'll how to evaluate our own writing
- You're almost done with this course,…so it's time to think about everything you've learned…and focus on the steps you need to take…to become a great email writer.…Let me share some practical things you can do right now.…The easiest is to take a few minutes…and review your prior quality assessments.…Gather your scorecards over the last year or two…and review the numbers to see if there are any trends.…Perhaps you always earned good scores…on giving the correct the correct answer…or using correct spelling and punctuation and grammar.…
That's great!…But what else are your scores telling you?…What kind of comments appear more than once?…Do you need to use a friendlier tone?…Should you be free texting more?…Do you need to provide more complete answers?…Review your scorecards to get a clear idea…of what you need to work on.…Another way to improve is to review samples…of your own emails.…Gather a set of at least five different types.…Choose one you wrote recently and one you wrote…a few months ago.…
Find a long email and a short one.…
Author
Leslie O'Flahavan
Released
3/16/2017- 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
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: Self evaluation