Overview
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Want to write excellent customer service email? Learn the traits your emails must have, so that your written communications provide answers, build rapport, and prevent write-backs.
Syllabus
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Introduction
- Welcome
- What is a great customer service email?
- Excercise files
- Learn to read emails critically
- Anticipate follow-up questions
- Answer all of the customer's questions
- How to answer difficult questions
- Challenge: Questions
- Solution: Questions
- Explain your process to the customer
- Paraphrase the customer's situation
- Acknowledge the customer's feelings
- Challenge: Reading carefully
- Solution: Reading carefully
- When and how to apologize
- What to write after you apologize
- Avoid cliché language
- When to empathize
- Challenge: Sincere
- Solution: Sincere
- Use the template as a starting point
- Make templates customizable
- Build rapport
- Challenge: Templates
- Solution: Templates
- Self evaluation
- Volunteer to help rewrite templates
- Spelling, punctuation, and grammar
- Next steps
