Email Response Guide
Operational Standard
With nearly every client interaction we should aim to achieve these three points in response.
Empathize | Ask | Act |
|---|---|---|
When something is not going as planned, highlight that you see the issue/concern and | Ask specific questions to help better understand the situation or if more information is needed. | Provide a clear action step for the customer whenever possible. |
Empathize
“Thank you for reaching out! I know this is frustrating and I’m here to help.”
“I totally hear how frustrating this is. Let’s take these action steps to get this taken care of for you.”
Ask
If we ask questions that do not seem to align with the primary issue, it can give the perception that we do not care or are not listening. Utilize tactical questioning to obtain the information you need to successfully support the customer.
Identify the primary issue
Assess what information you are missing
Act
As part of each interaction, we should aim to provide at least one actionable step a customer can take to solve an open issue. This is critical to providing a high quality response.
Provide troubleshooting steps
Provide questions for the customer to ask their administrator
Provide clear next steps