Introduction
Welcome00:01:22
What is a great customer service email?00:02:00
Answer the Customer’s questions
Learn to read emails critically00:03:20
Anticipate follow-up questions00:03:14
Answer all of the customer’s questions00:03:34
How to answer difficult questions00:03:57
Challenge: Questions00:00:37
Solutions: Questions00:00:49
Section 1 Quiz
Show Customers You’ve Read Their Email
Explain your process to the customer00:02:58
Paraphrase the customer’s situation00:02:27
Acknowledge the customer’s feelings00:04:20
Challenge: Reading carefully00:00:39
Solution: Reading carefully00:00:46
Section 2 Quiz
If You Must Apologize, Be Sincere
When and how to apologize00:03:01
What to write after you apologize00:02:01
Avoid Cliché language00:03:43
When to empathize00:04:06
Challenge: Sincere00:01:07
Solution Sincere00:01:07
Section 3 Quiz
Customize Templates to Avoid Sounding Robotic
Use the template as a starting point00:03:42
Make template customizable00:03:19
Build Rapport00:03:13
Challenge: Templates00:00:42
Solution: Templates00:01:28
Section 4 Quiz
Build Your Email Writing Skills to Build Your Career
Self-evaluation00:03:24
Volunteer to help rewrite templates00:03:04
Spelling, punctuation, and grammar00:00:49
