WIT Email Refresher

How many structured email templates do we currently use in responding to customer queries?

• 2

• 3

• 5

• 4

We use generic template if we are obviously at fault.

• True

• False

In compliance to QA, we must not include empathy statement in the Follow Up template.

• True

• False

Identify the template below:

Hi _____,

Thank you for getting back to us regarding ________________.

(Insert resolution)

Should you have any questions or queries, please ___________________

Working with you,

Agent name

Position

www.carparts.com

• Generic

• Complaint

• Follow Up

Which is not a suggested spiel for assurance statement?

• walk you through the process of ______

• please contact us again for your future car part needs!

• we appreciate that you brought this case to our immediate attention

• definitely help you with it!

Which template should you use for the customer email below?

Order# JCWAWS349773202 Vin#1GTEK19T34E300109 Current odometer reading 201420

• Unknown Customer Concern

• Generic

• Follow up

• Dead End Scenario

Which template should you use for the customer scenario below:

“I need to return item for refund. The prong connector on the item ordered is bigger than the prong connector on my 03 Nissan Pathfinder and won’t fit. Thanks in advance!”

• Generic

• Complaint

• Unknown Customer Scenario

• Follow up

Which template should you use for the customer scenario below:

"I didn’t get response on my previous email regarding the refund. Any update please?"

• Generic

• Complaint

• Follow Up

• Dead End Scenario

Which template should you use for the scenario below:

"Wrong item for my truck. Appreciate your help."

• Generic

• Complaint

• Dead End Scenario

• Follow Up

Empathy statements should be very specific.

• True

• False