It feels like the next step is writing down your reply, but first and foremost, you have to make sure you understand the message!
Read the words under the words, understand the hidden meaning and queries.
It is vital that you actually read it. Do not skim it; otherwise, you might run the risk of proposing a solution to a problem the customer is not even asking for.
Ask the right questions!
✱ To ensure understanding, you have to ask questions to help you completely understand where your customer is coming from and/or going to.
By asking questions, you minimize the risk of mistakes down the line.
Photo by Austin Distel on Unsplash
7 Ways to Make Customers Happy With Your Writing Skills by Gloria Kopp