From the course: Writing Customer Service Emails
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Anticipate follow-up questions
From the course: Writing Customer Service Emails
Anticipate follow-up questions
- Writing emails to customers has a real Goldilocks quality. When we're trying to figure out how much to write we don't want to write too much or too little. We're going for just right. But how much is enough? If we try to keep emails short and only answer the question the customer asks, we may not give enough information and the customer might need to write a follow up. But if we focus on writing emails that are thorough, they can end up being too long and customers won't read them. Here's a rule of thumb. You've written enough in your email to a customer if you have answered their questions and have anticipated and answered any questions they should have asked. If you only answer the customer's question and don't anticipate the follow up, you may cause a second contact. Here's an example. Mark emails your company with a complaint about the most recent version of your scheduling software. He says he doesn't like it…
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