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  01 - Introduction

   01 - Customer service email is not dead.srt

  02 - 1. Answer the Customer's Question

   01 - Read emails analytically.srt

   02 - Anticipate follow-up questions.srt

   03 - Answer all of the customer's questions.srt

   04 - Answer difficult questions confidently.srt

   05 - Challenge Answer a difficult question.srt

   06 - Solution Answer a difficult question.srt

  03 - 2. Show Customers You've Read Their Email

   01 - Explain your process to the customer.srt

   02 - Paraphrase the customer's situation.srt

   03 - Acknowledge the customer's feelings.srt

   04 - Challenge Demonstrate you've read the customer's email.srt

   05 - Solution Demonstrate you've read the customer's email.srt

  04 - 3. Use an Engaging Tone with Customers

   01 - Use personal pronouns.srt

   02 - Make your writing more like speaking.srt

  05 - 4. If You Must Apologize, Be Sincere

   01 - When and how to apologize.srt

   02 - What to write after you apologize.srt

   03 - Avoid insincere wording.srt

   04 - When to empathize.srt

   05 - Challenge Write an apology email.srt

   06 - Solution Write an apology email.srt

  06 - 5. Customize Templates to Avoid Sounding Robotic

   01 - Use the template as a starting point.srt

   02 - Make templates customizable.srt

   03 - Build rapport.srt

   04 - Challenge Use a template to write a customized reply.srt

   05 - Solution Use a template to write a customized reply.srt

  07 - Conclusion

   01 - Continue to sharpen customer service email skills.srt

  Bonus Resources.txt