Mastering Customer Email Communication

• Water retail
• Special Education

Mastering Customer Email Communication

Learning Objective

At the end of the lesson, you will be able to structure customer emails effectively, use the appropriate tone of voice, understand the 5 Ps, proofread your emails, and know how to apologize when necessary.

What do you already know about structuring customer emails?

Structure of Customer Emails

Introduction, body, conclusion. Keep it concise and clear.

Tone of Voice

Friendly, professional, and empathetic. Use positive language.

Proofreading

Check for spelling, grammar, and clarity. Use tools if needed.

The 5 Ps

Be Prompt, Polite, Personal, Precise, and Positive.

Saying Sorry

Acknowledge the issue, express genuine apology, and offer a solution.

Interactive Activity: Tone of Voice

Students will practice writing email responses with different tones of voice.

Interactive Activity: Proofreading

Students will identify and correct errors in sample customer emails.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.