From the course: Writing Customer Service Emails
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Challenge: Write an apology email
From the course: Writing Customer Service Emails
Challenge: Write an apology email
(upbeat music) - In this lesson, you learned about writing sincere apologies in using empathy and customer service email. These writing skills are so important because saying I'm sorry, or I understand how you feel is often all we can offer our customers. But as Elton John says, "sorry seems to be the hardest word. So I'm going to challenge you to practice what you've learned by writing a sincere reply to an upset customer. Download the Chapter Four Challenge from the Exercise Files. You'll see an email from a customer whose loyalty points weren't correctly recorded in his account. He's upset because this error has happened before. When you write your reply, be sure to apologize sincerely, use personal and specific wording, and show empathy. When you're done, come back and watch the solution video to see what I wrote and compare your response to mine.
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