Shortcuts for Customer Service Emails

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  • 0:00 Preparing Emails
  • 1:25 Automated Software
  • 2:54 Lesson Summary
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Lesson Transcript
Instructor: Amber Dixon

Amber works with graduate students enrolled in a virtual program and has a Master's of Social Work degree.

This lesson will review how customer service staff can create and respond efficiently to emails. The lesson will discuss developing email scripts, using email response management system software and a variety of other shortcuts.

Preparing Emails

Technology is convenient and a constant part of professional work, especially for most customer service staff. Emails that customers read should be professional because the correspondence is a reflection of staff and the company.

There are several short cuts for e-mail etiquette which will save time later if the right considerations are taken before clicking the send button. Let's take a look at a few strategies.

Customer service teams should take time to introduce themselves in an email since the individual receiving the email may not know their role at the company. This will set a clear understanding for a way the communication is occurring. Information should be typed in advance, including a staff introduction, common processes, or contact information. Having a script written out ahead of time will save valuable staff time since the information can be used during customer correspondence, and revisions can be incorporated as needed.

Additional shortcuts to increase efficiency for customer service staff may include:

  • Clearly describing the subject line of the email to reduce the need to explain the purpose in depth in the body of the email.
  • Using concise language throughout the correspondence.
  • Providing a brief explanation of the purpose for the email will let the customer know what to anticipate later on.

Automated Software

Automated software, such as automated message handling, can help with efficiency. Email response management systems, for instance, offer the capability of reviewing the content of a customer email to determine the content of the message. The software then selects from email scripts in order to automatically respond to the customer with a reply.

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