Spelling, punctuation, and grammar mistakes are embarrassing - to you and your company. In this video. learn how to spot our mistakes, and we'll get some online resources to help us improve.
- Spelling, punctuation and grammar mistakes are embarrassing to you and your company, so here's an opportunity for you to evaluate how good you are at spotting these errors. Download the exercise Can You Spot the Mistakes, then compare your answers to the answer sheet. When you're done, make a list of the areas where you need to improve. In addition, this site has a number of courses that can help you improve your writing. Check out Grammar Fundamentals and Writing in Plain English.
Many universities also offer an OWL, or Online Writing Lab. These labs offer free guidance, practice, handouts and videos that will help you build your writing skills.
- 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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