Writing Customer Service Emails
Offered By: LinkedIn Learning
Course Description
Overview
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
Introduction
- Customer service email is not dead
- Read emails analytically
- Anticipate follow-up questions
- Answer all of the customer's questions
- Answer difficult questions confidently
- Challenge: Answer a difficult question
- Solution: Answer a difficult question
- Explain your process to the customer
- Paraphrase the customer's situation
- Acknowledge the customer's feelings
- Challenge: Demonstrate you've read the customer's email
- Solution: Demonstrate you've read the customer's email
- Use personal pronouns
- Make your writing more like speaking
- When and how to apologize
- What to write after you apologize
- Avoid insincere wording
- When to empathize
- Challenge: Write an apology email
- Solution: Write an apology email
- Use the template as a starting point
- Make templates customizable
- Build rapport
- Challenge: Use a template to write a customized reply
- Solution: Use a template to write a customized reply
- Continue to sharpen customer service email skills
Taught by
Leslie O'Flahavan
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