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, because he's more likely to choose the basic package.
I inserted the name of the marketer assigned to Jerome. Each time I use this template, I insert the name of one of our marketers. And finally, I customized it by inserting the name of Jerome's company.
- 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