Email Communication
Clue: Refer to the customer by their name and make sure they know your name too
Personalized Emails
Good or bad example?
mgarcia@email.com
Subject Line: Confirmation of rate change and refund
Hello Monica,
Thank you for speaking with me at Customer Support about your charge account bill today. This email confirms my actions from our phone conversation.
I have updated your account to reflect the rate change and processed a partial refund, as promised. Your ticket number for this change is #65432. Your next bill should reflect that change and the refund will be processed and mailed out to you tomorrow. That should arrive by early next week.
Please let me know if there’s anything else I can do to assist you or if you have any further questions.
Thank you for contacting us to resolve this matter.
Regards,
Jessica Guzman
Good Example
This feels like a one-on-one conversation between you and your customer.
Conversational Tone
Which word is spelled correctly?
receive
OR
recieve
Receive
Used for customer service through ticket managment
Zendesk
From: Maria Garcia
To: help@bathandbodyworks.com
Subject: Trying to reach you since Tuesday
I’ve been calling the service line since Tuesday trying to learn more about your holiday candles and a bulk order, but my call is dropped once I get to the option to get a quote. I’m calling in the middle of the day. Are we in different time zones?
Please help?
Maria
What does Maria need?
She needs to know if there is something wrong with the phone system.
She needs pricing on a bulk order.
Avoid topic-specific language that your audience may not understand.
Jargon
What should you avoid in your customer emails?
Jargon
Which word is spelled correctly?
accommodate
or
acommodate
Accommadate
Used to lookup in-store transactions and verify purchases over 75$
Central office
Which email subject is best for getting read and not overlooked?
Your account balance
How can this signature can be improved.
John Doe
Account Services Specialist
Go Buccaneers!
Acme, Inc.
Remove “Go Buccaneers!”
Our customers are mostly in the _astern time zone.
"E"
"e"
E
Which word is correct for this sentence?
The Jasmine Cherry Blossum is _______ favorite .
Their
There
They're
Their
Used for Inventory lookup, product availability, and ZCO's
ROM - Radial Order Managment
Match the clue to the correct term.
Focus on what you can do for the customer rather than what you can’t do
Solution Based Responces
Avoid slang, certain types of humor, and religious or political content.
Inappropriate Emails
Which is the best salutation?
Dear gary
Hi John !
Hello Mary,
Dear Customer
Hello Mary,
Which word is correct for this sentence?
The Japenese Cherry blossum is available _____ in the store.
their
there
they're
There
Used order for your customer on the BBW website
OOBO - "Order on Behalf of
The scent lost ___ intensity over time.
its
Select the best word to complete this sentence: My manager said, “_____ customer matters.”
Every
or
every
Every
These will cause you to lose integrity in your emails.
SPELLING AND GRAMMATICAL ERROS
Which word is correct for this sentence?
Thank you , ___________ welcome !
You're
Your
You're
Internal tracking tool used to provide your customer with updated tracking information
Customer Care Tracking Tool