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Practical Application: Assessing Communication Skills for Customer Service Emails

Instructor: Amanda Robb

Amanda holds a Masters in Science from Tufts Medical School in Cellular and Molecular Physiology. She has taught high school Biology and Physics for 8 years.

This questionnaire will help you self assess your customer service skills via e-mail. After answering the questionnaire we will analyze the results and look for room for improvement.

Importance of Customer Service Via E-mail

Customer service is one of the most important parts of any business. With an increasingly digital world, much communication is done via email. These interactions build customer relationships and can make the difference between a happy customer with brand loyalty and lost business.

It's important to self assess your own customer service email skills and look for means of improvement. You can review these skills in the following lessons:

Self Assessment Questionnaire

First, answer the questions below honestly. Then, we'll analyze the results and look for any strategies to improve your customer service email skills if necessary.

Before you Write:

  • Do you frequently check your email to ensure that all emails are answered?
  • Do you take time to read and process the email before you write a reply?
  • Do you write a draft email prior to sending the actual reply?

Writing the Email:

  • Do you reply within four hours for a complaint or 24 hours for a general question?
  • Is your subject line relevant and work-related?
  • Do you use a proper greeting and the person's name?
  • Do you introduce yourself initially in the email?
  • Is your email structured like a memo, with short, easy-to-read paragraphs and important information at the beginning?
  • Are your emails concise, containing only relevant, important information?
  • Do you thank the customer at the conclusion of your email?

Before you Send:

  • Do you check all spelling and grammar in the email?
  • Are all words spelled out fully, without abbreviations, such as 'because' instead of the slang 'cuz'?
  • Do you proofread the email to make sure your tone comes across pleasant and helpful?
  • Do you double check who you are replying to and keep information confidential?
  • Do you check that attachments are actually attached and are of the proper size?
  • Is your font and color choices professional in an easy-to-read type face?

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