Announcing my new course, “How to Write Customer Service Email”

by | Apr 10, 2017 | Featured, Writing Matters Blog | 0 comments

My course is live!

Yep, you read that right! My first course, “How to Write Customer Service Email” is ready to view, and I am thrilled to share it with you. The course is made up of 29 short videos (about 3 minutes each) and loads of handouts and exercises, so you can apply what you have learned about writing great email.

I loved filming this course, and I’m so excited that it’s live. Below, I’ve included the “Welcome” video and the “What is Great Customer Service Email?” video. Please watch these videos and let me know what you think!

Here’s the course 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.Topics include:

  • Reading emails carefully
  • Anticipating follow-up questions
  • Answering all of the customer’s questions
  • Handling difficult questions
  • Explaining your process to the customer
  • Paraphrasing the customer’s situation
  • Acknowledging the customer’s feelings
  • Apologizing when appropriate
  • Avoiding clichéd language
  • Demonstrating empathy and sincerity in your writing
  • Building rapport

You’ll need a subscription to view the full email course or complete the exercises, but you can start with a 10-day free trial. Your employer may already have group plan or may be willing to purchase an individual plan for you. And many public library systems, such as the DC Public Library, offer their patrons free access to courses, so check with your local library about this benefit.


Welcome: How to Write a Customer Service Email



What is a Great Customer Service Email?


Tags: Customer service, Customer service e-mail, elearning, email, online training, video


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