Course Overview

Email is a great way to do customer service. It’s fast for you and convenient for your customers.

The only downside is that your customer can’t see you, or even hear your voice. Sometimes the human touch is lost and it can be harder to connect.

In this course, we’ve picked our five top tips to help you overcome this challenge.

Firstly, we look at how to show empathy in an email and acknowledge the customer’s feelings. Then we look at using simple, jargon-free language to help the customer understand what you’re saying.

We then look at how to get the tone right so that the email is neither too formal or informal. Next, we explain why it’s important to show gratitude to a customer who’s emailed, even if the email is negative. 

Finally, we look at how to use hyperlinks to provide the customer with additional information.

This microlearning course is an animated video, with audio narration and a multiple-choice post-assessment.

Course Objectives

By the end of the course, learners will:

• Be able to show empathy via email
• Know how to use clear and simple language
• Be able to adopt the right tone
• Know the importance of thanking customers
• Be able to share useful links