Name Product: Writing Customer Service Emails
Market price: $20
Instructor:  Jane Watson
File Size: 515.6 MB

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

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