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Unit 9: Chat and email support

The short chat reply

Read this before the quizzes

A chat reply in three parts

Stage: greet

Stage: say sorry once and ask one thing

Worked reply 1: a first reply with five questions

One question

A first reply

The close

Waiting

Answers and why: The short chat reply

Two chats at once

Who first, who waits, what to say

Worked reply 2: a holding line

Urgent first

A holding line

Move channel

Closing a chat

Answers and why: Two chats at once

The email reply

An email reply in four parts

Stage: answer first

Stage: next step and close

Worked reply 3: an email that answers last

Subject

Answer first

The next step

Three emails

Answers and why: The email reply

Templates, numbers and promises

Using a template honestly

Numbers and promises in writing

Worked reply 4: a template sent without checking

Brackets

Wrong template

A promise

An amount

Answers and why: Templates, numbers and promises

Tone without a voice

Capitals, marks and symbols

Worked reply 5: capitals and a smile

Capitals

Emoji

One word

Speed

Answers and why: Tone without a voice

Words to carry

Phrases for chat and email

Take charge

Take charge: two replies

Your mission this week

Chat and email have no voice, so the words carry everything: the greeting, the sorry, the answer, the next step and the tone. This unit teaches the short chat reply (one question, one step at a time), two chats at once, the email reply with the answer first, using a template honestly, tone without a voice, copying numbers and names exactly, and saying nothing beyond the facts.

Customer Service English Unit 9: Chat and email support

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