Is your library of customer service emails generic or out of date? In this video, learn when templates need to be rewritten and why we you should volunteer for the job.
- So, what's next? If you've watched all the videos in this course, completed the exercises and the challenge videos, you've done a lot of work to become a better writer. Now the question is, how can you put all you've learned to good use and help improve the overall quality of your team's communication with customers? You can volunteer to help rewrite templates that are outdated or difficult to customize. That's how. There are three great reasons to ask if you can help rewrite some templates.
First, it'll make you look good. Showing initiative will impress your managers and make them glad they invested in hiring and training you. Next, better templates will improve the overall efficiency of your customer service team. If you rewrite and improve a shared template, you have the opportunity to help make everyone just a little better at their jobs. Editing templates allows you to practice almost everything you learned in this course. You know that old saying, if you don't use it, you lose it? Well, that's true of e-mail writing skills.
If you don't take the opportunity to use what you've learned here, you might lose a little bit of it. Rewriting templates will keep your skills fresh. If you're on board with the idea of rewriting some templates, here are some steps you can take to get started. Find templates you've created for yourself that are not part of your team's library. Share them with your manager and propose that everyone else get to use your templates. Informally poll your colleagues about templates they wish they had.
At lunch or on break, simply ask, "Are we missing any templates? "If so, which ones?" Then draft the templates they mention and share them with your manager. Spend a week or two monitoring your own use of the templates from the library, and keep track of whether you have to fix a template each time you use it. For example, let's say your team has an hours of operation template, which doesn't mention that your company is closed on federal holidays. Each time you use this template, you have to free text this information.
That's a template that needs to be rewritten. Finally, take notice of e-mails or topics that make customers angry. If you use a template from the library to write those e-mails, check to see if it's written in a cold, unfriendly tone. Does it need places where the agent can free text? Or does it include instructions that are difficult to follow? If the template has any of these problems, revise that template. Download the template rewrite planning sheet from the exercise files.
It will help you keep track of the templates that need to be rewritten, and how they should be improved. Then, let your manager know you're ready to take the next step as a customer service writer. You're ready to edit or write templates for other people to use.
- 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