Imagine that you are a manager at Target. A new employee, Molly, is responding t
ID: 453244 • Letter: I
Question
Imagine that you are a manager at Target. A new employee, Molly, is responding to customer comments online and wants your advice on her draft. She says that she wants to keep responses short and doesn’t see the point of adding anything. In an email to Molly, provide your feedback of her draft and rewrite the response. Consider how you can personalize the response and perhaps engage the customer to tell you more about his or her experience.
Original Post: “Ordering online with Target is a breeze! What a great website--easy to find anything and easy to navigate. I love Target!”
Molly’s Draft: “This is nice to read.”
Explanation / Answer
Hello Molly
Hope you are doing great.
This is in reference to your email asking for my feedback on the drafts for customer's posts. You have really followed your words and wrote short and sober words. However, being in customer service industry we can actually write a little more, appreciate the customer and ask for their enhanced experience for Target, this will lead to customer involvement and they would feel special to be a part of it. This will help in making the customer feel attached to us and would personalize their attention towards Target. You may rewrite the response in the following way:-
"Thank you for your post, we really love to see our customers happy and share a bond with us. Please let us know more about your expereinces what really make you chose us for ordering."
This way they would feel special and this is not a complex remark to make, but just a simple statemet that includes the customer's interest and involvement.
Thank you for understanding.
Yours Truly
XYZ
Manager