Cheatography
https://cheatography.com
General Guidelines for Every Response
1 |
Never misspell customer name. |
2 |
Do NOT apologize. |
3 |
But, it's okay to empathize: We’re sorry this happened. |
4 |
Restate the problem in your reply, to ensure that you fully understand. |
5 |
Don’t shy away from asking questions. |
6 |
Punctuation, punctuation, and punctuation! |
7 |
Check for spelling and grammar. Use this plugin for Chrome. |
8 |
Use names. Acknowledge the customer’s name at the beginning to make it personalized. |
9 |
Again, punctuation, punctuation, punctuation! |
10 |
And again, check for spelling and grammar. |
11 |
Include your signature. |
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Solving an Issue
1 |
State the steps you took for the solution, briefly |
2 |
Explicitly mention that you're marking this as solved |
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