Writing Professional Emails PDF

Writing Professional Emails Course ID: CFD-T D-BPS-792 Rev.001 What is this about? When responding to customers via email, it's vital to reply in a professional manner. This resource covers the types of emails we receive, what information we can provide, email structure, and templates. Who is it fo...

Writing Professional Emails Course ID: CFD-T D-BPS-792 Rev.001 What is this about? When responding to customers via email, it's vital to reply in a professional manner. This resource covers the types of emails we receive, what information we can provide, email structure, and templates. Who is it for? Insulet International Customer Care Agents who need to respond to customers via free-text emails, without relying on a template. How long does it take? ~45 minutes. Templates and email structure Wording Providing information Summary Lesson 1 of 4 Templates and email structure Writing a clear, concise and helpful email makes a better experience for customers and is a useful skill to have. This course covers the essentials of writing professional emails for Insulet International Customer Care. There are lots of email templates, but using them without customising can cause a negative impression. Sometimes you need to create your own response to make the communication relevant and useful to the individual customer.  Selecting email templates We have a variety of approved templates within Salesforce. Use them to save time and avoid typos and grammar mistakes. Once you have read and categorised the customer's email, you can then select the correct template within Salesforce, ready to edit. Use existing templates and text snippets from other emails as a basis for  your email If you are missing a template, please inform your supervisor and suggest a draft. Your supervisor can then ask for approval. Store pieces and text snippets to re-use them. This will save you time. Activity: Selecting the correct template What template folders and search terms would you use for the following scenarios? Scenario 1: A UK customer sent us an email inquiring about the approved insulin brands. You reply with a 'Thank you for Contacting us Template'. How do you find the correct template? My Lightning Templates > UK Customer Care All Lightning Templates > UK Customer Care All Lightning Templates > Public Email Templates SUBMIT Scenario 2: A customer has sent the following email: “I'm contacting you to ask if I can order some more PodPals. I would like 1 pack please.” Which search terms would you use to find the correct template to reply to the customer? Order Podpals Thank you for contacting us SUBMIT Scenario 3: A customer has sent the following email: "Please find attached the DPD details that you requested proving that my package of Omnipods is on the way to Insulet. I have checked with DPD and its not possible for me to pick up the parcel anymore." Which search terms would you use to find the correct template to reply to the customer? Returned Undelivered Parcel Shop SUBMIT Complete the content above before moving on.  Understanding the structure of an email There are three main sections to an email: 1st Section (G reeting) Make sure to greet them kindly and professional such as Mr/Ms, Dr etc or for B2B emails greet like they did, e.g. first name instead of Mr/Ms. Dear Mr./Ms., Dear Dr. For B2B Emails: Hello f irst name et c. You should also thank the customer for reporting the incident/contacting us. T hank you f or cont act ing Insulet Cust omer Care. 2nd Section (Acknowledgement and Action Points) Acknowledgement and empathise with the customer if they are reporting an issue. You can then summarise to demonstrate your understanding and explain the action points e.g. resolving issue, asking for more information etc. 3rd Section (Closing) The closing includes information on Customer Care availability, signature and disclaimer. Please do not hesit at e t o cont act us should you have any f urt her quest ions or concerns; we are available 24/7 by phone at +44 20 3887 1709 or by replying t o t his email on [email protected] Kind Regards, {insert f irst name here} T he Insulet Cust omer Care T eam For B2B Emails: Can be dif f erent , regarding availabilit y and cont act inf ormat ion (name of inbox, phone number et c). Once you have composed your email following the structure as outlined above, make sure you proof read before you send to the customer. Activity: Structure of emails Reorder the sections of the email below by assigning a number to each sentence/paragraph (1 = first section, 5 = last section). Dear Mr./Ms. Name, T hank you f or contacting Insulet Customer 1 Care. While processing the order, we noticed that we are missing the 2 apartment number. Could you please check and conf irm your address bef ore we 3 ship the order? We apologise f or the inconvenience and wish you a 4 lovely day. [Insulet contact details], Kind regards, [Your f irst name] 5 Omnipod Customer Care T eam SUBMIT C O NT I NU E Lesson 2 of 4 Wording The wording in emails is vital as it ensures clarity and understanding, reflects professionalism and helps resolve issues efficiently. How to create a good customer experience?  For replacements or new orders: It is important for us that you feel comfortable using the Omnipod Acknowledge the PDM/Pod etc.. customer as a person For complaints: I can imagine that it must be annoying / difficult to be in this situation, but I will personally take care of your concerns / issues etc... Your feedback is really important in order to improve our quality, do you have time for a call back? When can I Set clear and reasonable call you? It will take 5-10 minutes. expectations I will now place the replacement order and you will receive the new Omnipod DASH PDM in xx hours/days.  Do you also need a new Eco Box? Go the extra mile I can register you to the newsletter, so that you will receive all news regarding the new product. I appreciate that.. Say thank you for the time they spent to Thank you for taking the time to contact us write the email and explaining the situation in detail.  "I understood that you are trying Summarise their query to to..." show understanding "You experienced the following..." How to explain a (technical) step by step process? "You can do a reset, here Be clear are the steps" instead of "do a reset".  Avoid abbreviations like MS for Microsoft or OS for operating system. Avoid technical terms Do not use technical terms if it is not the language the customer used. Be precise in describing the steps the customer needs to follow: "You click on the button/icon to open the Be precise in describing the steps history. You will now see a list of messages. Now you scroll down.." "I will now update your profile/document the i f i Complete the content above before moving on. How to answer multiple questions / questions you don’t directly have the answer to? Make a list of all the Make a plan/list questions/plan your response before writing. Avoid answering questions with no, provide an Answer every question in explanation why something is a proper way not possible and provide, if possible, options what you can do instead.  Be honest and let them know that you have to investigate the correct answer. Be honest "I will forward your question to our xyz department to get the correct answer to provide you." How to deliver bad news? Do not promise customers they can receive the replacement in a specific time, instead provide the Don’t promise gifts that you can’t afford Estimated Time of Arrival (ETA) received from Health Link. Do not offer a RUSH delivery before you have i d h lf  "I will find out what we can do for you and will reply back to you as soon as possible." Describe what can be Instead of "I can´t help you done instead of what cannot be done with the delivery, from our side everything was done and now the courier has your package." "I would feel the same in your situation." Empathise with the situation "I can imagine, that waiting for the Pods can be stressful if you have only few left".  "My apologies, it seems the order was placed incorrectly in our system". Acknowledge mistakes, problems and delays "I can see that the order is still in progress, please let me investigate on that". "I´m really sorry that the delivery took so long, I will i i h "I will take care…" Reassure "I will forward your request to the responsible department.." How to ask for clarification if a question is unclear?  "Apologies, I don't understand what you mean by..." "Many thanks for providing the Clarify what you don't understand information ____, may I ask you to confirm that are using the Omnipod DASH PDM and to provide the serial number, please?" "Can I please ask for the Admit you need following information in clarification order to proceed with..."  "I am looking forward to receiving the information". Reference the next step politely "Whenever I have your confirmation I can start ordering / investigating etc." Complete the content above before moving on. Activity: What do we show by saying...? Select the correct attribute/term for the provided statements.  SUBMIT C O NT I NU E Lesson 3 of 4 Providing information Providing additional resources for customers can make a positive difference to their experience. Having the right information at the right time can make you feel more in control - which is very important for managing type 1 diabetes. Omnipod.com Salesforce Knowledge No Omnipod Example: Adding a link Example: Adding a ID Example: Add details to Omnipod DASH leaflet about line of about the benefits of an videos for a customer in sight to a British online Omnipod the Netherlands who customer who's had account to customers needs to re-enter their connection issues and who do not have one. insulin settings. wants information to refer to. Always make sure the information is relevant to the customer! Check f or count ry-specif ic dif f erences and re-read t he cust omer's email again t o be 100% cert ain you have t he right inf ormat ion t o share. There will be situations where we will not provide all the information we have. Unreleased products (always check our FAQs for what we can and can't provide) Prices and conditions for foreign countries Confidential / internal communication Names and contact information (Territory Manager etc.) Why is it important to not provide all the information we have in certain scenarios? The customer can lose trust in us as a company if  1 of 3 the information is obsolete We have an unknown and or not 100% correct. new issue. Do NOT tell the customer that other customers were facing the same issue and The customer would be we have no idea what the We tell the customer a non- dissatisfied if we need to reason could be. approved price via email but it correct the information and Ne er confirm c stomers' is not the correct price and the could insist on paying that correct price is higher. price by referring to the previous email. 2 of 3 There is the potential for the customer to not order their We share non-approved current product now in order launch dates but then need to postpone the product to switch to the new product. If launch. the launch is then postponed, the customer may not have enough supplies left. 3 of 3 How can we still meet customer expectations? If we are unable to provide inf ormation, ref er the customer to our website. We may have an ongoing campaign f or the customer's request, enabling the customer to receive any updates e.g. Campaign f or interested customers to start with a new product not yet released. If available, we can send brochures and other material. If you are not sure which information you should provide, do not hesitate to ask your supervisor for support. Scenario: A customer emails to inquire about the launch date of an upcoming product. Your supervisor has informed you that the launch date is July 15th, but it hasn’t been confirmed for their specific region. How should you respond? Sure, the product is scheduled to launch on July 15th. As of now, the global launch date is set for July 15th. However, I recommend keeping an eye on our official announcements for confirmation on your specific region. Unfortunately, I can’t share the launch date for your region at this time. SUBMIT C O NT I NU E Lesson 4 of 4 Summary To write an excellent email you will: Use professional communication skills Provide contact details & additional information Be friendly and show empathy Use templates, if available Structure the email Not provide un-approved or confidential information Activity Your new colleague is writing his first email to a customer. He has created three drafts and asked you to help and select the best version he can send to the customer. Customers Email: Hi Team, I had to change three pods before the end of the fourth day, because they were not working properly. I had an alarm message with each one of them. I´m not happy at all about that. I think I will go to another pump system. Please send me replacements for the three pods. Regards,  Clark Kent. Select the best email response below: Hi Sam, That’s bad because I think you have not read the user manual carefully. The Pods cannot be used longer than three days. We will not send you a replacement as it was not our fault. Maybe your HCP can help to use them correctly or choose another pump system. [Contact information] Regards, Insulet Customer Care Team. Dear Mr. Kent, Thank you for contacting Omnipod Customer Care and I am very sorry for your experience. I understand you have worn the Pods longer than 72 hours and a Pod Hazard Alarm forced you to deactivate the three Pods after expiring. The Expiry Alarm is an expected behaviour to inform you that the Pods have expired. Our Pods are built to be used for a maximum of 72 hours. You can find further information here: https://www.omnipod.com/en-gb/current-podders/resources I hope this helped to understand the situation. If you have any further questions, please feel free to contact us anytime. [Contact information] Best regards , [Name] Omnipod Customer Care Team Hello Mr. Kent,  Thank you for contacting us. We are very sorry for the inconvenience, and we will send out the replacements within the next 3-5 working days. Please do not hesitate to contact us anytime for further questions. [Contact information] Best regards, [Name] Omnipod Customer Care Team. SUBMIT C o u r s e C o m pl e t i o n Summary We can receive emails for orders, complaints, general inquiries, feedback and questions. There will be situations where we will not provide all the information we have, such as unreleased products and confidential information. Email structure includes the greeting, a thank you, and closing. It's also important to empathise, summarise and reassure. We have a variety of approved templates within Salesforce. Use them to save time and avoid typos and grammar mistakes.