Main > SCA Proc > General Instructions > Footprints > How to ANSWER Email

The Facilitator's goal is to help you excel and succeed; to coach you as needed, to be a resource and a help to you.

Some guidelines used by Customer Relations when replying to email:

Aim for a 3 paragraph response, though it is highly likely this will not be realistic for our purposes:

  1. opening: show you understand what they are asking
  2. body: answer the question (we often find multiple shorter paragraphs better so we can separate concepts in our recommendations)
  3. conclusion: thank the customer

Some tips on HOW to answer:

  1. Comprehension: Do you understand the question in the email?
    • If you don’t understand the question – don’t spend time on trying to answer - Reassign the ticket to the Facilitator
    • Think through the recommendation you will offer before you start searching for information
  2. Sequence: Does the order, the sequence of events in your response make sense?
    • I.e. combining: options in combining
    • Our best recommendation – the Newcomer package
    • Needed add-ons for 2nd student (math, handwriting, LA, readers)
    • Offer to customize, based on customer’s comments
  3. 1st contact resolution: Answer the anticipated
    • Did you anticipate additional questions?
    • Did you answer them?
  4. Are you being thorough in your response?
    • Make sure you answer all their questions.
    • Whatever answer (recommendation) you choose to give, be sure you are being thorough in your response.
  5. Re-read the customer’s question and your response before sending
  6. Bonus: did you offer them more?
    • give them the extra
    • sometimes contact volume prevents this step

Know your limits

Accuracy is essential. If we don’t know the answer, we can find it. Correcting wrong information leaves a bad impression. Answer correctly the first time! You need to:

  • Know what you know.
  • Know where to look for information on what you don’t know
  • Know what to do if you can’t find the answer