Most companies have a library full of generic templates. In this video, learn how to use templates as a starting point to a helpful, personalized response.
- You probably have access to a big old collection…of templates to use when you respond to customers.…Your company may call these templates form letters…or standard responses, but whatever your company calls them,…templates probably make your job easier,…and there are correct ways and incorrect ways to use them.…The worst way to use templates is just to copy,…paste, and send them as is.…The best way is to think of the templates…like ingredients in a recipe.…
Just like you combine ingredients to prepare…something yummy, like a cherry pie,…you should customize templates to prepare…a delicious readable email response to your customer.…When used correctly, templates can help you…write good emails, but if you use templates incorrectly,…they make your emails sound insincere,…robotic, or off topic.…Let's take a look at an example of a template in action.…Say you work for Summergate Theater,…a 1,500-seat venue that hosts live shows almost every night.…
Last night, just as everyone was seated,…there was a power outage and all 1,500 patrons…
- 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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