Join Leslie O'Flahavan for an in-depth discussion in this video Solution: Templates, part of Writing Customer Service Emails.
(light intro)…- How did you do?…I bet you did a great job…using the template to write a customized response…to the customer's question.…Of course, that template was just a starting point.…Let's compare what you wrote with what I wrote.…Let's walk through my response…and see what I've added to the template.…I've also crossed out the parts of the template…I didn't use, so you can see those too.…You can review my full response in the exercise file.…I customized the opening of my response to Jerome…by paraphrasing the reason he contacted us,…which was to ask about our fees…for press release distribution.…
I also asked a compliment sentence about his product…to show I'd read his email closely.…I customized this section to make the email sound friendly,…like we're speaking with each other.…This customized sentence admits that the deluxe package…is probably too expensive for him,…but hopes it may become an option.…Deleting information from a template…is also a form of customization.…In this paragraph,…I deleted most of the info about the deluxe package,…
- 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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