Understanding a customer email
Watch the video to see some examples of how you can open a conversation and ask your colleagues for suggestions and ideas.
Speaker 1: Oh, guys, this is really good news.
We just got a big order come through on email, just now.
Speaker 2: Oh, is it? That's brilliant. Let me have a look.
Speaker 3: Yes!
Speaker 2: Wow. OK, that's for a hen night.
15 people attending. Goody bags. That's great.
Speaker 1: Brilliant.
Speaker 2: Oh, but the only thing is, it's in two days.
Speaker 1: Right. OK, so, two days, but what do they want in two days?
Speaker 2: Erm, they just want 15 goody bags.
There's 15 ladies attending, but they want a special order, so they want it to be different in each goody bag.
Speaker 1: I mean, we could personalise the labels.
I think that would make it really special for her.
Speaker 3: We can definitely do it, but in two days…
Speaker 4: Don't say definitely. I need to check the stock first.
Speaker 3: OK.
Speaker 2: And then I'm just going to get all the information that we put together now, I'm going to put it in an email, send it to her, and then from there I can get a quote and then see where we can go from there.
Speaker 3: Yeah.
Speaker 1: Brilliant.
Speaker 4: Two days, two days. Wow.
Spot the key information
Now you've watched the conversation, test your knowledge with this activity.
Writing a reply and checking spelling
Watch the video to see some examples of how you can open a conversation and ask your colleagues for suggestions and ideas.
Speaker 1: Kev, come and have look.
I just finished writing the email to Carly about our new order.
So have a read through and see.
Speaker 2: Let me see where you've got to this time.
First of all, I like the way you've broken down the email into three paragraphs, each stressing a different point.
Next one. 'Hi Carly'? Leon, it needs to be 'Dear…' Come on.
Speaker 1: Why is it 'dear'? I'm not writing a love letter.
Speaker 2: Well, it's a formal letter, so it needs to be 'dear'.
Speaker 1: OK, sir.
Speaker 2: Also, 'recieved'. Seriously?
Speaker 1: Yeah, I know. I always get the 'i' and the 'e' messed up.
Speaker 2: You need to get your eyes sorted, man.
Speaker 1: That's why I called you to check it.
You should have been an English teacher.
Speaker 2: Right, we've got 'collegue' - at least you didn't do 'college'.
I'm going to change that round as well. It's c-o-l-l-e-a-g-u-e.
(TO AUDIENCE) It's crucial to have a clear structure to what you write and the spelling and grammar is very important.
If a customer on the other end receives an email with mixed spelling mistakes, it might get them even worried about, 'Is this a company I can trust, because they can't even get their spelling and the structure of the email right?'
(TO OTHER PEOPLE) Oh, and you can add in the date.
Speaker 1: OK. Yeah, that would be good.
Speaker 2: Yep, I think it's saved.
I think you're ready to send it.
Speaker 1: Stace?
Speaker 3: Yeah, what's up?
Speaker 1: Yeah, I'm about to send the email to Carly, but I'm just wondering if we've got enough stock, cos I don't want it to get mixed up where we make a mistake and…
Speaker 3: Yeah, I've checked in the back.
We should have enough supplies for her order.
Speaker 1: Well, are you sure? Double sure?
Speaker 3: Double sure.
Speaker 1: Fingers crossed?
Speaker 3: No fingers crossed.
Speaker 1: OK. OK, no problem.
Find the misspelt words
Now you've watched the conversation, test your knowledge with this activity.
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