From the course: Customer Service: Serving Customers Through Chat and Text
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Use templates in specific customer service situations
From the course: Customer Service: Serving Customers Through Chat and Text
Use templates in specific customer service situations
- When you're having dinner guests, do you sometimes make parts of the meal and buy the other parts? Yeah, me too, usually dessert. Well, the same holds true when you're chatting and texting with customers. Most of the writing you'll do will probably be free texted or homemade, but some of it should be templated or made ahead. Let me show you how and when to combine these two styles. First, use a template when you need to present detailed content that blends words and numbers. You've got to be fast, and it's hard to type answers that include numbers and symbols. So let's say you regularly describe minimum purchases and their discounts to your customers. That's the perfect occasion to use a template, like this one from Summergate Theater. Templates are also great for multistep instructions. When the instructions have several steps and are the same for everyone, use a template. Here's a carrier airlines template that…
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