Professional Email Writing Course: Replying to customers

1. Pergunta 1 de 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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   Resposta: D. Thank you for contacting us about your order.

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

2. Pergunta 2 de 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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   Resposta: 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. Pergunta 3 de 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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   Resposta: 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. Pergunta 4 de 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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   Resposta: D. I understand how frustrating this wait has been.

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

5. Pergunta 5 de 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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   Resposta: B. Arguing or blaming anyone

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

6. Pergunta 6 de 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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   Resposta: C. You will get a tracking number by email by Wednesday, March 11.

   A specific promise says what will happen and when.

7. Pergunta 7 de 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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   Resposta: 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. Pergunta 8 de 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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   Resposta: 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. Pergunta 9 de 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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   Resposta: 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. Pergunta 10 de 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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    Resposta: 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. Pergunta 11 de 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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    Resposta: A. To receive her $129.99 refund

    The last line says she wants her $129.99 back.

12. Pergunta 12 de 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.
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    Resposta: 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. Pergunta 13 de 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.
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    Resposta: 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. Pergunta 14 de 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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    Resposta: B. The customer may not know what they mean

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

15. Pergunta 15 de 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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    Resposta: D. Stay calm and follow your workplace policy

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

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