Types of Email Messages Used in Customer Service

Name: Types of Email Messages Used in Customer Service
Author: Rhonda Tenenbaum

Learn to tailor your emails to certain situations

Preview the first lesson free — get full access to all 2 lessons.

Course: On-Demand

(upbeat music) What kinds of email messages are there? In these lessons, you'll learn the differences between positive and persuasive messages, and how to craft them. You'll also see how to write bad news messages to both your customers and to other employees at your company. In business, we are often tasked with writing different types of messages depending upon the audience or goal. A positive message can be unsolicited, such as a birthday greeting from the company, or it could be a response to a request for a refund stating that it's forthcoming or will be credited to the customer's account. Another type of positive message is when a customer has participated in a company event and has won a prize. In this example, the email would contain a subject line such as Congratulations from Townbank. The introduction would say, Congratulations, Mr. Patel, you are the grand prize winner of our Townbank New Customer Account Sweepstakes. The body of the email would say, To claim your prize, please print a copy of this email and bring it along with a current ID, driver's license, or passport to your local branch within 30 days of receipt of this email. Our branches are open Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 8:00 a.m. to 2:00 p.m. If you are unable to appear in person, kindly contact Ms. Janet Gorman, Customer Service Manager, at 1-800-555-4000 to make other arrangements. Again, on behalf of Townbank, congratulations, Mr. Patel. We value your business. And the sign off would say, Sincerely, Yusuke Hirano, Townbank Customer Service Representative. You would also include your email and phone number. Persuasive emails focus on getting the reader to do something. Whether you want the reader to learn more, click on a link, or buy now, the reader must feel compelled to act because of your content. Here are some guidelines for crafting persuasive emails. Include an authority figure. Use the words because and small. Provide a deal or discount. And offer a guarantee. When writing a persuasive email, consider using a quote or information from someone who's well-respected in society or is considered an expert. The content then becomes more impactful to the reader. Using the word because tends to make the reader feel that the information you provide is beneficial to them. Using the phrase for just a small fee creates a sense that the cost of a product or service is minimal and affordable. Persuasive emails also typically include a discount or deal for the reader. Since the email comes from a credible company, this type of reward often increases sales as the reader trusts the sender's offer. Finally, a guarantee provides the reader with peace of mind. State that your company stands behind its offer. And if the reader is dissatisfied, they'll be reimbursed. No questions asked.

Beginner Provider : Rhonda Tenenbaum 2 Lessons · 6m in Arabic, German, English, Spanish, French, Portuguese, Chinese

Course Description

These lessons explore how to tailor emails to specific situations. They cover persuasive and positive messages for employees. They also discuss how to break bad news to employees.

What You'll Learn

Write positive and persuasive email messages
Convey bad news to customers and employees through email
Tailor emails to specific customer service situations
Compose persuasive and positive messages for employees

Key Takeaways

The course explores how to tailor emails to specific situations in customer service.
It covers writing persuasive and positive messages for employees.
It addresses how to break bad news to employees and customers through email.
Lessons include Writing Positive and Persuasive Messages and Conveying Bad News to Customers and Employees.

Frequently Asked Questions

What does this course cover?

It explores how to tailor emails to specific situations, covering persuasive and positive messages as well as how to convey bad news to customers and employees.

What will I learn to write in this course?

You will learn to write positive and persuasive emails and to convey bad news to customers and employees.

What lessons are included?

The course includes two lessons: Writing Positive and Persuasive Messages, and Conveying Bad News to Customers and Employees.