Just fifteen years ago, most customer experience issues and troubleshooting were done either in person or over the phone, but now, thanks to the Internet, new avenues for customer service have opened up to businesses, and email is one of them. Handling customer service issues in any medium can be a challenge, but doing so via email can be extra tricky. Here are skills you’ll need to help customers via email.
First, and this is true across all mediums, you’ll need good communication skills, especially writing skills with email troubleshooting. You will need to be able to clearly communicate to the customer what steps they’ll need to take to correct their problem. You won’t have the advantage of asking multiple questions to arrive at an answer as you would in chat or telephone, so you will also need good reading comprehension skills, in order to best understand why they are contacting you in the first place. Sometimes you may have to read the request more than once to fully comprehend what the customer is asking. As you can see, some of these skills carry over from medium to medium, but these are the ones you’ll need for handling customer experience issues via email.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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