Join Leslie O'Flahavan for an in-depth discussion in this video Solution: Reading carefully, part of Writing Customer Service Emails.
- So, how did you do in writing your reply to Sarah? Before I show you my reply, download the Chapter Two solution and take a look at the planning sheet where I listed a few things to use in my response. I didn't use all of the ideas, but jotting them down helped me prepare to write. Okay, here's my response to Sarah. I used the planning sheet to acknowledge her feelings, and though she didn't use the word frustrated, her sarcastic comments showed that she was frustrated. I paraphrased her situation, specifically the actions she had taken to solve her problem, and I explained my process.
She knows what I have done to confirm the information she shared with me.
- 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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