Being an expert in customer service is mostly about getting the most basic support skills right. Communicating properly, expressing empathy and willingness to help, staying motivated are just a handful of important skills that every support rep needs to be good at. This course is ideal for you if you are just starting your career in customer service or if you just need a refresher on some of the basics.
This series of videos will take you through the basics of email communication. The topics we cover are:
- Tips to write a good email
- Making your emails effective and memorable
- Saying no to customers over email
- Things to avoid doing in customer support
Would you like to see real examples of what you just learned? Download resources (pin-up sheets, email templates, examples) related to this video by enrolling in the Freshdesk Academy.
- What is the most recent email support interaction you had with another support team? Explore the email and tell us if they followed the 6 tips to write a good support email.
- A customer is asking for a refund that you cannot give because the product was broken by them after delivery. Keeping the 5 ingredients of exceptional email in mind, how would you write the email saying that you won't give them a refund?
- A longtime customer is angry that one of the features they relied on has been removed. This was done to make sure that the application loads fast for everybody. Keeping the "How to say no to customers" video in mind, write an appropriate response that will help the customer.
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