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IGTC01CS - Writing Customer Service Emails (EN)
01 - Introduction
02 - What is a great customer service email (2:00)
01 - Welcome (1:22)
03 - Excercise files (0:31)
02 - 1. Answer the Customer's Question
01 - Learn to read emails critically (3:20)
02 - Anticipate follow-up questions (3:14)
03 - Answer all of the customer-s questions (3:34)
04 - How to answer difficult questions (3:58)
05 - Challenge Questions (0:39)
06 - Solution Questions (0:49)
03 - 2. Show Customers You've Read Their Email
02 - Paraphrase the customer-s situation (2:28)
01 - Explain your process to the customer (2:58)
03 - Acknowledge the customer-s feelings (4:20)
04 - Challenge Reading carefully (0:40)
05 - Solution Reading carefully (0:46)
04 - 3. If You Must Apologize, Be Sincere
02 - What to write after you apologize (2:01)
01 - When and how to apologize (3:01)
03 - Avoid cliché language (3:43)
04 - When to empathize (4:06)
05 - Challenge Sincere (1:01)
06 - Solution Sincere (1:07)
05 - 4. Customize Templates to Avoid Sounding Robotic
01 - Use the template as a starting point (3:42)
02 - Make templates customizable (3:19)
03 - Build rapport (3:13)
04 - Challenge Templates (0:42)
05 - Solution Templates (1:29)
06 - 5. Build Your Email Writing Skills to Build Your Career
02 - Volunteer to help rewrite templates (3:04)
01 - Self evaluation (3:24)
03 - Spelling, punctuation, and grammar (0:49)
07 - Conclusion
01 - Next steps (0:48)
Exercise Files
Avoid Cliched Language
Can You Spot the Mistakes
Chapter 01 Challenge
Chapter 01 Solution
Chapter 02 Challenge
Chapter 02 Solution
Chapter 03 Challenge
Chapter 03 Solution
Chapter 04 Challenge
Chapter 04 Solution
Eight Traits
Email Self Assessment
Empathy Statements
Paraphrase Handout
Template Rewrite Planning Sheet
Teach online with
04 - Challenge Reading carefully
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