Join Leslie O'Flahavan for an in-depth discussion in this video Solution: Questions, part of Writing Customer Service Emails.
(synth music) - How'd you do? Compare the reply you wrote to Harold to the one I wrote. Harold was upset that his check was returned. Did you answer his difficult question honestly? He was obviously angry. Did you take the opportunity to show empathy? Did you provide the information to solve his problem? You can review my full response to Harold in the exercise file.
Remember, it's not always easy to respond when a customer is upset or asks difficult questions but we owe it to them to answer honestly and to explain the situation. When we do this, we're more likely to keep them as a customer.
- 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
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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