Customer Service Training

CustomerServiceTrainingEmailsThefocusoftoday’strainingtoidentifytwokeyareasthatmakeouremailslookunprofessional.Thefocusoftoday’strainingtoidentifytwokeyareasthatmakeouremailslookunprofessional.1-ToneThefocusoftoday’strainingtoidentifytwokeyareasthatmakeouremailslookunprofessional.1-Tone2–Spelling,grammarandpunctuationTone1-[noun]thegeneralcharacterorattitudeofaplace,pieceofwriting,situation,etc.:trusthertolowerthetoneoftheconversation.Therewasageneraltoneofill-concealedgleeinthereporting2-[massnoun]informalanatmosphereofrespectabilityorclass:Theydon’tfeelhegivestheplacetone‘Sir’,‘Madam’orbytheirfirstnameatthebeginningoftheemail.Thephrasesthatweuseinourrepliesalsoaffectthetone.Forexample:“Bepatient,OK?”Doesthatsoundpoliteandrespectful?Whatabout:“DearCustomer.”Doesthissoundpoliteandrespectful?BeginningsAsageneralrule,whenyouemailanewcustomer,youshouldwrite“DearSir”ifitisaman,or“DearMadam”ifthecustomerisawoman.Ifyouknowthecustomer’sname,writeit–“DearMrSmith”or“DearJoan”ifyouknowtheirfirstname.Don’tsay“DearFriend”.Thecustomerisnotyourfriend.Thecustomerisyourcustomer.“DearFriend”looksinsincereandunprofessional.Whenwefollowtheseexamples,wearesettingthetonefortherestoftheemail.Evenifthecustomerisangryorevenrude,weshouldbepoliteandrespectfultothem.Thisisthedifferencebetweenprofessionalismandpoorcustomerservice.EndingsWhenansweringanemail,alwaysincludeyournameattheendofit.Aswellasgivingthecustomerapointofreference,includingyournamehelpstobuildarelationshipbetweenyouandtherecipientoftheemail.Italsolooksprofessional.Example1-originalCustomer：Iorderedon09/21/2011andisexpectedtoarriveinBrazilon10.12.2011,andtodayiscompletingmorethanonemonthlate,where'smyorder?where'sthetrustIputinyoursite?Iknowmanypeoplewhowishtobuywithyou,butI'lldiscouragethembecauseyoudonotdeliver.Wouldyoulikeanurgentresponseonmyrequest,andnogoodsayingthathehasalreadybeensent,youmusthavesomewaytotraceit.1monthdelayistoolong,waitingforreply.CSR：Dearndw_ctba,Thanksforcontactingus.WouldyoupleasetoofferyourorderNo.?Wewillfeelveryhourtoofferyoufurtherassistanceandtohelpyousolveyourproblemaboutorderintime.Wehavecontactedwithourfreightforwardthatitneedsabout2monthsforthepackagetobetransportedtoBrazil,duetosomeunknownreasonsintheinternationalshipping.Anyproblemspleasefeelfreetocontactwithus.Bestregardsforyou.Example1–editDearSir,ThankyouforcontactingFocalPrice.Iwouldbedelightedtogiveyouassistanceinresolvingthisissueassoonaspossible.Pleasecanyougivemeyourordernumber.Wehavecontactedwithourfreightforwardthatitneedsabout2monthsforthepackagetobetransportedtoBrazil,duetosomeunknownreasonsintheinternationalshipping.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Kindregards,PeterCowellExample2-originalCustomer:MissingitemSKU:CE084Boforder.InthepictureorderTabletPCSKU:CE084Bvisible.WhereismyTabletPCSKU:CE084B($96,75fortheshares)?Bestregard,IlyaCSR:Pleasedonotworry.Ihavereportedthissituationtoourguysinwarehouse,sopleasekindlygiveus24hoursmorefortheprocess.Andoncegettingthereply,Iwillinformyousoon.Mybestregards.SincerelyYours’Susan.yuCustomer:OKCSR:Wearesorryforthedelayedreply.CouldyoupleaseprovidetheorderforSKU:CE084Bforfurtherassistance?Thanksforyourcooperation.AimeeExample2-editDearSir,Iapologizeforthiserror.Ihavereportedthissituationtoourwarehousemanager,sopleasekindlygiveus24hoursmorefortheprocess.IwillinformyouassoonasIgetananswerfromourwarehouseteam.Kindregards,Susan.yuExample3–generallygoodtoneCustomer:Hello,on11/09/201107:44AMI'veorderedsomething(FPTB928429PD)andIstillhaven'thadmyorder.Doyouknowwhereitisorwastheresomethingwrongduringshipping?ItismorethanamonthagosinceIplacedmyorder.Wouldliketohearsomethingfromyousoon.CSR:DearRoytjuh,Weapologizeforanyinconvenienceandtroublethismayhavecausedyou.Afterchecking,IfoundyourorderFPTB928429PDwasshippedonNov.11thwithnotrackingnumber.Normally,ittakes7-15businessdaysfortheordertobedeliveredtoyouraddress.However,ifyoudonotreceiveyourorderbyDec.11th,pleasefeelfreetocontactus.Thanksinadvanceforyourpatienceandcooperation.Ifyouhaveanyotherquestion,pleasefeelfreetocontactus.Haveaniceday!Example4–originalCustomer：Hello,thankyou.TheorderT8902104hasbeenshipped.Now,Ihaveotherorders,stillnotshippedyet.Couldyoudosomethingaboutthat?T8911060:orderedthe26thAugust.T8931785:orderedthe28thAugust.T8970658:orderedthe1stSeptember.D8930335:orderedthe28thAugust.Thankyouverymuch.CSR:DearCustomer，Wetrulyapologizethedelay.Ihaverequestedourguystoshiptheseordersoutassoonaspossible,plskindlywati.Thankyou,Ivan.chengCustomer：thankyou,butoneorderisunshippedagain.D8930335,orderedthe28thAugust.CSR:DearCustomer，I‘msosorryfortheinconveiencesthathavecausedyou.Fortheunshippedorder,couldyouplsusetheorderIDtosubmitanewmessage,becauseit'sisdropshippingorder,Idon'thavetherighttodealwithit.Thankyou,Ivan.chengExample4–editCSR:DearSir，Iapologizeforthedelay.Ihavespokentoourwarehouseteammanager,andyourorderwillbehandledwiththeutmosturgency.