Writing Customer Service Emails

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.

Learning objectives
Determine what to include in an email response to a customer.
Read customers’ emails analytically to ensure a complete response.
Express empathy to customers, so you can build trust.
Use writing techniques that improve first contact resolution and prevent write-backs.
Write a sincere apology without agreeing with every aspect of the customer’s complaint or increasing legal risk.
Apply techniques learned in the course to rewrite email templates.