Professional Email Writing Course: Replying to customers

1. Pytanie 1 z 15

   Which is a good first sentence in a reply to a customer's question?

   • AAs our policy clearly states, this is not our problem.
   • BWe get this question all the time.
   • CDid you read our website first?
   • DThank you for contacting us about your order.
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   Odpowiedź: D. Thank you for contacting us about your order.

   Starting by thanking and acknowledging the customer sets a courteous tone.

2. Pytanie 2 z 15

   Which order works well for a reply to a customer?

   • AThanks, answers, next steps, close
   • BGive next steps only, with no answers
   • CClose, then next steps, then answers, then thanks
   • DQuote the policy, explain whose fault it was, then answer
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   Odpowiedź: A. Thanks, answers, next steps, close

   Acknowledge, answer, give next steps and close: the reader gets the purpose first and the actions at the end.

3. Pytanie 3 z 15

   Which message is clearest for a customer?

   • AYour item is now in the process of being made available for collection.
   • BYour laptop is repaired. You can pick it up after 2 pm today.
   • CWO closed, QA passed, ready for PU.
   • DRe your inquiry, the matter has been actioned.
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   Odpowiedź: B. Your laptop is repaired. You can pick it up after 2 pm today.

   Plain words and the active voice tell the customer exactly what happened and what to do.

4. Pytanie 4 z 15

   A customer is upset that a refund is late. Which sentence shows empathy?

   • AThat is not my department.
   • BCalm down; refunds take time.
   • CMany customers wait longer than you.
   • DI understand how frustrating this wait has been.
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   Odpowiedź: D. I understand how frustrating this wait has been.

   Acknowledging the customer's feelings and the facts calms the situation.

5. Pytanie 5 z 15

   What should you avoid when you reply to an upset customer?

   • AUsing the customer's name in the greeting and reply
   • BArguing or blaming anyone
   • CApologizing for a real mistake
   • DGiving a date for the fix
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   Odpowiedź: B. Arguing or blaming anyone

   Courtesy and respect matter; blame and arguments make the customer more upset.

6. Pytanie 6 z 15

   Which promise to a customer is best?

   • AWe'll look into it.
   • BSomeone from our team might get back to you about it at some point.
   • CYou will get a tracking number by email by Wednesday, March 11.
   • DWe'll get to it eventually.
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   Odpowiedź: C. You will get a tracking number by email by Wednesday, March 11.

   A specific promise says what will happen and when.

7. Pytanie 7 z 15

   Why should you promise a customer only what you can deliver?

   • ACustomers never read promises in emails
   • BPromises make an email too long
   • CA broken promise makes things worse and hurts trust
   • DPromises written in an email are against the law in Canada
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   Odpowiedź: C. A broken promise makes things worse and hurts trust

   If you miss a promised date, the customer has a second problem on top of the first.

8. Pytanie 8 z 15

   You don't know the answer to a customer's question yet. What should your reply say?

   • ANothing; wait until you know the full answer
   • BYour best guess, stated as fact
   • CThat they should ask someone else, without saying who
   • DThat you are finding out, and when you will reply
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   Odpowiedź: D. That you are finding out, and when you will reply

   A short reply with a time for the full answer keeps the customer informed.

9. Pytanie 9 z 15

   Which closing line best invites the customer to get in touch again?

   • AThat's all we can do.
   • BDo not reply to this email.
   • CWe hope we don't hear from you again.
   • DIf you have any other questions, please reply to this email or call me at 403-555-0142.
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   Odpowiedź: D. If you have any other questions, please reply to this email or call me at 403-555-0142.

   It invites further contact and gives contact details.

10. Pytanie 10 z 15

    Before you send account details in a reply to a customer, what should you check?

    • AThat you have copied the whole team
    • BThat the email has at least three attachments
    • CThat the subject line is in capital letters
    • DThat it is the right person and they need it
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    Odpowiedź: D. That it is the right person and they need it

    Personal information should go only to the right person, and only as much as they need.

11. Pytanie 11 z 15

    What is the customer's main request?

    Subject: Still no refund!

    I returned a jacket to your Calgary store on May 2. The clerk told me my refund would reach my card in 5 business days. It is now May 20 and I have nothing. I have called the store twice and nobody calls back. I want my $129.99 back now.

    Mei Lin

    • ATo receive her $129.99 refund
    • BTo get a store credit
    • CTo complain about the clerk's manners
    • DTo exchange the jacket for a new one
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    Odpowiedź: A. To receive her $129.99 refund

    The last line says she wants her $129.99 back.

12. Pytanie 12 z 15

    Which first sentence for the reply is best?

    Subject: Still no refund!

    I returned a jacket to your Calgary store on May 2. The clerk told me my refund would reach my card in 5 business days. It is now May 20 and I have nothing. I have called the store twice and nobody calls back. I want my $129.99 back now.

    Mei Lin

    • AHi!! Thanks for reaching out!!
    • BDear Mei Lin, we have no record of any calls from you.
    • CDear Mei Lin, as per our refund policy, refunds can sometimes take several weeks or more to process.
    • DDear Mei Lin, I'm sorry that your refund hasn't arrived and that no one returned your calls.
    Pokaż odpowiedź

    Odpowiedź: D. Dear Mei Lin, I'm sorry that your refund hasn't arrived and that no one returned your calls.

    It acknowledges both problems and apologizes without arguing or blaming.

13. Pytanie 13 z 15

    Which sentence gives the best next steps in the reply?

    Subject: Still no refund!

    I returned a jacket to your Calgary store on May 2. The clerk told me my refund would reach my card in 5 business days. It is now May 20 and I have nothing. I have called the store twice and nobody calls back. I want my $129.99 back now.

    Mei Lin

    • AWe will process it soon.
    • BRefunds are handled by our head office, not by the store, so please contact them.
    • CYour refund was sent today and should reach your card within 3 business days.
    • DPlease call the store again.
    Pokaż odpowiedź

    Odpowiedź: C. Your refund was sent today and should reach your card within 3 business days.

    It says what was done, what happens next and when.

14. Pytanie 14 z 15

    Why should a reply to a customer avoid internal codes such as "RMA pending QA"?

    • ACodes are rude and unprofessional in every situation
    • BThe customer may not know what they mean
    • CCodes can only be used in subject lines
    • DCodes make the email too long
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    Odpowiedź: B. The customer may not know what they mean

    Use familiar words and avoid jargon the reader may not know.

15. Pytanie 15 z 15

    A customer's email contains insults and threats. What should you do?

    • AReply in the same tone so they know how it feels
    • BPost the email online to warn others
    • CForward the email to all staff
    • DStay calm and follow your workplace policy
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    Odpowiedź: D. Stay calm and follow your workplace policy

    Keep your tone courteous and respectful, and use your workplace's process for abusive messages.

Klawiatura: 1–4, aby odpowiedzieć, Enter – następne pytanie.