Emails (SST)

The Do's and Don't of Responding to Emails   Triage emails: Always triage your emails 1) first thing in the morning, and 2) straight after lunch. Check subject headings for key words which may suggest they are spam emails (e.g. “Google ranking”, “SEO”, “blog post” etc.) or may have been assigned incorrectly (e.g. Cancellation request, FAO XXX). Addressing the customer: Always use ‘Dear XXX’ in the first instance. If the customer’s name is unclear, use ‘Good morning’ or ‘Good afternoon’. Answering queries: Answer all of the customer’s questions. Pre-empt follow-up questions and provide the necessary information to avoid multi-touch tickets. Keep the your email clear and concise. Structure the email professionally by using paragraphs and subheadings. Take initiative and arrange a call: If the customer appears confused, or they have been asking additional questions that you could not pre-empt, you must attempt to call the customer. If you cannot reach them, ask the customer for a suitable time for them. Amending Macros: Tailor your response to answer the exact query. Robotic responses cause frustration. Changing requester names on Zendesk: Always ensure the customer’s name is saved properly on Zendesk. Their name should be formatted correctly. This ensures the Macro pulls their name correctly.