From the course: Writing Customer Service Emails
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Solution: Demonstrate you've read the customer's email
From the course: Writing Customer Service Emails
Solution: Demonstrate you've read the customer's email
(upbeat lively music) - So how did you do in writing your reply to Sarah? Before I show you my reply, take a look at the planning sheet where I listed a few things I might use in my response to her. I didn't use all of the ideas but jotting them down helped me prepare to write. Okay, here's my response to Sarah. I've put the ideas from my planning sheet in blue. I acknowledge the customer's feelings, though she didn't use the word frustrated, her sarcastic comments show that she was frustrated. I explained my process. She knows what I have done to confirm the information she shared with me. I paraphrased her situation by specifically mentioning the actions she had taken to solve her problem. This email to Sarah will reassure her that the company can empathize with her and can take practical steps to solve her problem.
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