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. Choose one where you customized the template a lot, and one where you used the template as-is. Choose one where the customer is angry, and one where they're calm. Maybe choose one where the customer was well informed, and one where the customer just didn't understand. It can be difficult to review your own emails with an impartial eye. I've provided you with an email self assessment in the exercise file. When you've got your set of five varied emails use this assessment to guide your personal review.
It's also a great idea to ask a colleague to review your emails and give you feedback. Share the set of varied emails you've gathered with a colleague and ask what you're doing well and what you need to improve on as a writer. Now be shrewd here. Choose a colleague who's a good writer so you get valuable feedback. If they're willing ask the colleague to share examples of their own emails especially ones that could serve as models for you. For example, if your colleague suggests you need to use a more friendly tone, ask for samples of her own emails where she's used a friendly tone.
That way you'll have an idea of how to improve. Of course, the best source of feedback will be your manager. Schedule a short meeting and ask them to give you a performance review focused specifically on your writing skills. Be sure to request balanced feedback. For example, you could ask your manager to list two writing skills you're really good at and two that need work. Knowing what you're good at is just as important as knowing what you have to improve. One thing to keep in mind, if your manager's feedback on your writing skills is very different from your colleagues feedback, ask your manager for more detail.
You want to be sure to understand their suggestions. After all your manager has more experience reviewing emails and more influence over your everyday work life. Asking others to review your work and give feedback requires some courage. If you really want to improve your writing, it's worth doing. You've already taken a big step to becoming a better writer by taking this course. Keep working on your skills and asking for feedback and you're sure to become a great email writer.
- 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