Writing Customer Service Emails

  • Course details

    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.


    • Click here to view Leslie O'Flahavan’s instructor page

      Leslie O'Flahavan

      Leslie O'Flahavan is an online writing expert.

      Leslie specializes in helping organizations improve the quality of customer service responses. She helps employees improve the quality of the email, chat, and social media messages they send to customers. Leslie develops and teaches hands-on, practical, high-energy writing courses that help people do their jobs: write useful, readable web content; publish e-newsletters; repurpose content for multichannel publishing; and write plain language documents readers can use.

    Skills covered in this course

  • Welcome

    - Writing good customer service emails can be really hard. Your customers can be angry, demanding, even irrational. Your manager has probably set high expectations about how many emails you'll respond to per day or even per hour. Or maybe writing isn't something you do well. Whatever the reason, let's get to work. I'm Leslie O'Flahavan. I'm an experienced writing teacher and contact center consultant. I specialize in helping customer service professionals write great emails, chats, and social media posts. In this course, we'll start by looking at what makes a great customer service email. Then I'll show you how to really read emails and how to answer all of a customer's questions even the ones they didn't know to ask. You'll learn when to apologize and how to sound sincere while you're doing it and you'll see how you can customize templates so you don't sound like a robot. Believe it or not, some people think it's easy to write customer service emails. Anyone who thinks your job is…

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