The Email Sent at Midnight
Who this book is for
Người làm chăm sóc khách hàng (customer success) ở doanh nghiệp Việt Nam bán phần mềm, dịch vụ hay giải pháp theo hợp đồng định kỳ cho khách doanh nghiệp: nhân viên phụ trách vài chục tới vài trăm tài khoản, trưởng nhóm nhỏ, hoặc người đầu tiên làm nghề này trong công ty; liên lạc với khách chủ yếu qua Zalo, thư và cuộc gọi.
Sound familiar?
- Writes five-paragraph emails; customers read one line then ask again on Zalo.
- Unsure how to address older or senior customers properly.
- Meeting notes go out three days later and nobody remembers the agreements.
- Apology emails make customers angrier.
After reading, you can
Help customer success staff write clear, courteous emails, messages and meeting notes that move customers forward.
Each chapter answers one question
Chapter 1: Is a long, thorough email really respectful?
How many seconds do customers spend reading my email?
Customers read email on their phones, between two other tasks, and only read the opening closely.
Chapter 2: Does a casual tone bring customers closer?
How do I address each customer?
Using the right form of address in Vietnamese is part of being professional.
Chapter 3: Why does a polite email lead to no action?
After reading my email, does the customer know what to do?
Every email should end with one specific task, with an owner and a deadline.
Chapter 4: Do meeting notes belong to everyone, or the writer?
What goes into my meeting notes, and when are they sent?
Notes sent the same day are a shared record; notes sent three days later belong only to the writer.
Chapter 5: Should bad news come first, or be softened?
How do I write an apology, a refusal or bad news?
A bad-news email must state plainly what happened before saying anything else.