Writing Customer Service Emails
Focused View
Leslie O'Flahavan
1:02:30
175 View
01 - Customer service email is not dead.mp4
00:45
01 - Read emails analytically.mp4
03:03
02 - Anticipate follow-up questions.mp4
03:08
03 - Answer all of the customers questions.mp4
03:02
04 - Answer difficult questions confidently.mp4
03:33
05 - Challenge Answer a difficult question.mp4
00:56
06 - Solution Answer a difficult question.mp4
00:42
01 - Explain your process to the customer.mp4
02:54
02 - Paraphrase the customers situation.mp4
02:39
03 - Acknowledge the customers feelings.mp4
04:18
04 - Challenge Demonstrate youve read the customers email.mp4
00:50
05 - Solution Demonstrate youve read the customers email.mp4
01:02
01 - Use personal pronouns.mp4
04:24
02 - Make your writing more like speaking.mp4
04:08
01 - When and how to apologize.mp4
02:58
02 - What to write after you apologize.mp4
01:50
03 - Avoid insincere wording.mp4
03:21
04 - When to empathize.mp4
03:32
05 - Challenge Write an apology email.mp4
01:00
06 - Solution Write an apology email.mp4
01:06
01 - Use the template as a starting point.mp4
03:21
02 - Make templates customizable.mp4
03:26
03 - Build rapport.mp4
02:48
04 - Challenge Use a template to write a customized reply.mp4
00:45
05 - Solution Use a template to write a customized reply.mp4
01:33
01 - Continue to sharpen customer service email skills.mp4
01:26
Description
You can write to customers—via email—with consistency and professionalism, but you don't need to sound robotic to be efficient. Writing instructor Leslie O'Flahavan has real customer service emails she shares with you in this course, so you can see how to communicate with clarity and sincerity to help customers feel heard and ensure your responses provide the help they need. Leslie shares techniques customer service agents can apply that help build strong practices in a contact center and improve customer relations.
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Leslie O'Flahavan
Instructor's Courses
Linkedin Learning
View courses Linkedin LearningLinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications.
It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.
- language english
- Training sessions 26
- duration 1:02:30
- English subtitles has
- Release Date 2023/07/24
