From the course: Writing Customer Service Emails
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Make templates customizable
From the course: Writing Customer Service Emails
Make templates customizable
- When your granny sends you a sweater for your birthday you always write her a thank you note, right? But you don't write, "Dear relative, thank you for the item you sent me." No, you write her a customized thank you note that says "Dear Granny Rose, thank you so much "for the red turtleneck sweater "you sent me for my birthday." In a way, writing a thank you note to your granny is like customizing a template. You have the thank you note template in your head and you customize it for each relative who sends you a birthday gift. Many companies build their template libraries over years. Sometimes managers write the templates, sometimes technical writers, occasionally the marketing department, and sometimes customer service agents will write the templates. Templates are designed to help you write more quickly. They include boilerplate information like the contact center's phone number or the return policy, so you won't…
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