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Writing Customer-Focused Email at Etihad

Module 1: Introductions and course objectives

Agenda9am Module 1: Introductions and course objectives

9:15 Module 2: What is Project Write&Delight?

9:45 Module 3: What are the traits of customer-focused email?

10:30 Break

10:45 Module 4: How have our templates changed?

11:15 Module 5: How to read critically

12pm Lunch

1:00 Module 6: Use the freestyle recipe for the first paragraph of your response

1:45 Module 7: Use a personal but professional tone

2:30 Break

2:45 Module 8: Put it all together

3:45 Module 9: Course wrap-up and evaluation

4 pm Adjourn

What are types of emails from guests do you find most difficult to answer?

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What are your strengths as an email writer?

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Any writing skills you already know you need to improve?

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February 2016 Etihad Airways 1


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Module 2: What is Project Write&Delight?

What is Project Write&Delight?

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Four reasons we embarked on Project Write&Delight

1. We need to change our email writing style, so it is consistent with Etihad’s brand image.

2. We want to use our team’s writing skills as a competitive advantage in our relationships with our guests.

3. We want to minimize confusion, wasted time and effort, or missed opportunities by getting our response right the first time.

4. ____________________________________________________________

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Module 2: What is Project Write&Delight?Our email writing style should match the other ways we communicate with customers

Three words to describe Etihad’s personality in this video:

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https://www.youtube.com/watch?v=Jjld0l-0_DA

Three words to describe Etihad’s personality in these Tweets:

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Module 2: What is Project Write&Delight?

Our email writing style should match the other ways we communicate with customers

How does our email writing style differ from our Facebook writing style?

Why does a consistent style across service channels make guests’ requests easier to manage?

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Module 3: What are the traits of customer-focused email?

Read these samples and identify what works and what doesn’t in email to customers

Sample 1

Customer’s email

From: [email protected]: EasyPay Consumer Support Subject: How do I remove an e-mail address?

Hello, I want to remove the e-mail address [email protected] from receiving notifications when someone purchases a book from me. I can't find the e-mail address anywhere in My Profile or My Settings. Can you find it and remove it? Thanks,

Jeannette Agent’s response

From: EasyPay Consumer Support To: [email protected]: RE: My Account (Routing Code: C840-L001-T11029-S111-W000000)

Hello Jeannette Villa,

My name is James with EasyPay Consumer Support. I hope you have enjoyed your day! We are always happy to hear from our customers.

I too have confirmed that the email address [email protected] is not registered to your EasyPay account.

In this case you will want to check with shopping cart you have integrated with EasyPay that you have worked with in the past.

It is likely that you have registered this email address with them. It will need to be removed from their settings. We cannot change anything associated with the shopping cart because it is provided by a third party.

Thank you for giving us the opportunity to process your payments here at EasyPay; I hope you have a wonderful week!

Sincerely,

JamesEasyPay Customer Solutions Support Specialist




Sample 2

Customer’s email

From: [email protected]: [email protected]: Unclear on medical report

I’ve applied for a Veteran’s pension, and I thought I’d sent you everything you needed to process my pension. But this week I got a letter saying you needed a Status Medical Report before deciding whether I’m eligible for a pension. What exactly do you mean by a Status Medical Report?

Eddie Grand

Agent’s response

From: [email protected]: [email protected] Subject: Re: Unclear on medical report - Tracking number 3322

Mr. Grande:Thank you for your e-mail responding to our request for a Status Medical Report (SMR), which is a report that explains the reason you are not able to work. I’ve checked the status of your application, and I can verify that all your other documentation is on file and current. Once we receive your completed SMR, we will be able to decide whether you are eligible for a pension.

What Is A Status Medical Report (SMR)?A SMR is a medical report from a doctor or clinic that you visited in the past six months. The report should explain your disability and why you are not able to work. Download a sample SMR to help you understand how yours should be completed.

When Do We Need the SMR?We need the SMR by 30 September 2016. If we do not receive your SMR by that date, we will have to deny your claim.

If You Have QuestionsIf you have any questions, please reply to this e-mail or call us toll free at 1-800-827-1000. Please refer to the tracking number found in the subject line of this e-mail.

We are eager to help you prepare your SMR and submit a successful claim, so please contact us if we can help you in any way.

Sincerely,

John HansenPension Benefits SpecialistVeterans Benefits Administration




Sample 3

Customer’s email

From: Caren Bondo To: [email protected]: Happy Hotel in San Francisco, Califonia #1234567

I received a response from the manager of the Happy Hotel where I stayed on 16 March. It was not to my satisfaction. She stated in her letter that I was offered an additional room, that was true, but I was told that I would have to pay for the room. I was told that I could stay in the room I’d been given and take the bed back from the handicapped child and that was also true, but who would do that?? I was told that I could check out and not be charged for the room we had, that was also true. But who would wake up three little kids who had just spent 9 hours in a car going across country??

There was no mention of giving me a refund for the room. The letter I received from the manager was a form letter saying what amounts to, “Like it or not there is nothing we will do about what happened.” I think that I should get the full refund for the $99.50 I paid for my room. I slept on the floor rather than pay for a second room or wake the kids and move them to another motel down the street or sleep on a mattress that had holes in it. Needless to say, I will never spend one night in the Happy Hotels anywhere in the country! Never again! I guess the customer’s comfort and satisfaction is not important to the Happy Hotel.

Sincerely,

Caren Bondo




Sample 3

Agent’s response

From: [email protected] To: Caren BondoSubject: RE: Happy Hotel Green River, San Francisco, California #1234567

Ms. Bondo, Thank you for taking the time to make me cognizant of the response you received from the manager of the Happy Hotel in Green River. We sincerely apologize for the continued vexation you are experiencing. Please comprehend that each Happy Hotel is individually owned and locally operated under franchise agreements with Favorite Hotels. Thus, improvements in customer relations at the individual hotel level will ultimately be the sole responsibility of the manager of the individual hotel. In light of the difficulties you have experienced, we would like to offer you Cash Value Coupons in the amount of $65 as a goodwill gesture from Favorite Hotels Corporate Offices to endeavor to have you return to another Favorite Hotel property and give us another chance to show you the level of service and accommodations we strive to provide. Cash Value Coupons are used as cash at any Favorite Hotel in the US or Canada and are valid for 1 year from the date they are issued. Our goal at Favorite Hotels is to provide dependable services at a reasonable price. In this regard, I have also forwarded your comments on to our field staff so they can address this matter directly with the Happy Hotel in Green River. Favorite Hotels is committed to helping facilitate corrective action and assuring that remediation occurs with the acquiescence of the hotel. Once again, I am truly sorry for your experience. Please let me know if you would like the Cash Value Coupons sent to your home address: 1234 Stanford Avenue, Garden Grove, California 12345, and I will mail those out immediately. Or please supply an alternative mailing address of your choosing. Please also feel free to let me know if there are any further actions I could complete in a reasonable or timely fashion that would kindly assist in resolving this matter. Best Regards, Anne NeedhamFavorite Hotels International




Sample 4

Customer’s email

From: [email protected]: Wheaton University Registrar Subject: Transcript request

I’m a 2007 graduate of Wheaton University, and I used the online service to request a transcript to be sent to Georgetown University, since I’m applying to their graduate school. I do not have a credit card to pay the $15 transcript fee. Can I pay by check? If the answer is yes, what is the process I need to go through? I’m looking forward to a quick response.

John Knapp

Agent’s response

From: Wheaton University Registrar To: [email protected]: Re: Transcript request

Dear John,

If you do not pay by credit card, you cannot request a transcript using our online service. You can pay by check, but you must then request and complete a paper transcript request form. Please call 800-338-8787 and ask customer service to mail you the form or reply to this e-mail. You must include a check (or money order) for the full amount due when you send back your completed request form.

Credit card payment results in faster processing. If you fail to enclose payment, we cannot process your request.

Janice SterlingCustomer Technician, Wheaton University Registrar’s Office




Sample 5

Guest’s email

First of all I had pre chosen my seat, I would have liked to be informed that the seat I had chosen does not extend back. To make things worse is that there was an older gentleman in front. The flight attendant helped him to the point that his seat extended beyond the limit it should. She did not bother to take care that his seat was right in my face. It was one of the worst flights I have ever taken in my life. I have been flying a lot. Also you are not supposed to be served frozen water nor salad on your flight. If you are giving out food and beverages, you should take care to what you are serving. There should be other options other than Indian cuisine on a flight. There was tons of room on the flight that I could have been moved for the inconvenience that I was being put in. IM seriously thinking about not to use Etihad again and what makes me really nervous is that I have another upcoming long flight again soon to take. Really I'm so agitated as when I came I was not hydrated and headaches big time for the lack of communicability of seating and serving and just common sense to take care of your guests.

Officer’s response

Dear Ms Dawson,

Thank you for your correspondence.

I regret to note the inconvenience you experienced whilst travelling on flight EY123 of 6 July 2015 between Cairo and Abu Dhabi and onward travel on flight EY456 to Washington.

I am concerned to note your observations on our Cabin crew. It is our policy to follow-up on all Guests comments and incorporate them into the operational review of the manager responsible for the service. I have therefore forwarded a copy of your correspondence to the Cabin Crew Performance Manager for his attention, and a better handling of the situation.

I am sorry to note your feedback on the meals offered. I apologise for any disappointment. The meal service is an integral part of the enjoyment of the flight, and as an individual, your choice and requirements are essential to its fulfillment.

It is an aspect of our service that we work hard to get exactly right, not least by paying close attention to our Guests views. Your comments will be shared with our Catering manager, as constructive and timely feedback can only aid us in keeping the standards we have reached and adhere to as high as expected from all of our valued guests.

I would like to mention that Etihad Airways is committed to providing a high standard of in-flight catering as we have always placed great emphasis on quality and careful preparation. Please allow me to assure you that a copy of your correspondence have been shared with our Catering Manager for his attention and a necessary review with the respective caterers.

It is only through valuable feedback such as yours that we can continue to develop a product, which meets and exceeds both guest expectations. We see guest feedback as a vital part of our growth and development, and are grateful to all guests for their guidance in helping us to achieve our goals.

I do hope that this experience will not deter you from travelling with us in the future and we look forward to the opportunity of welcoming you on board our services again soon. Yours sincerely,




List the traits of a well-written response to a customer

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Module 4: How have Etihad’s templates changed?

Review the before-and-after versions of the templates. How have they changed?

Original template: Visa Transit Revised template:Visa Transit

Dear Mr Jones,


We appreciate the time you have taken to let us know your experience whilst travelling on Etihad Airways flight EYXXX on XX XXX XXXX from XXXXX to XXXXXX.

Having read your letter, I can understand how disappointing the events you have described must have been for you due to your transit visa issues for your onward travel XXXXXX to XXXXXX.

I would like to explain that visas are indeed a very complex issue and it is the responsibility for the proper maintenance of travel documents, visas and other such legal requirement to that of the individual traveller.

I can appreciate all the hassle and inconvenience you underwent due to the fact that you did not possess a transit visa in advance.

For further reference in this respect, you may refer to the below Article from our Conditions of Carriage on our website:

Article 13 – Administrative Formalities

13.1 GENERAL13.1.1 You are responsible for obtaining and holding all required travel documents and visas and for complying with all applicable laws, regulations, orders, demands and travel requirements of all countries to be flown from, into or through which you transit.

13.1.2 We shall not be liable for the consequences to any Passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.

In view of the above we hope that you will understand our position.

Thank you for writing.

Dear Mr Jones,

Thank you for writing to us about your recent travel to [destination]. I am sorry to learn about the inconvenience you experienced because you did not have a transit visa for your onward travel to [destination]. I’m sure it was stressful when you discovered you did not have this required document.

Please understand that each guest is responsible for obtaining and holding all required travel documents and visas and for complying with all applicable laws, regulations, orders, demands and travel requirements of all countries to be flown from, into or through. For more information on guests’ visa responsibilities, please refer to our Conditions of Carriage, Article 13.

Visas can indeed be complex. For future travel, please visit the Visa Application Centre at our website. We also offer information on visa types and fees and documents required for each type of visa.

We look forward to seeing you on another Etihad Airways flight again soon.

Sincerely,





Original template: IFE INOP Revised template: IFE INOPDear Mr XXXXXX,

Thank you for your feedback regarding your experience while travelling with us on flight EYXXX from XXXXXXXX to XXXXXX on XX XXX XXXX and flight EYXXX From XXXXXXX to XXXXXX the following day.

I regret to read that the in-flight entertainment system was not functioning properly at your assigned seat.

We certainly appreciate how important the working of the in-flight entertainment system is to the comfort and enjoyment of your flight. I can imagine how unsettling it may have been for you.

Once our cabin crew is made aware of the situation they assist the guests immediately. This may be done by either resetting the system or if vacant seats are available by moving the guest to a seat where the in flight system is working. In this respect, it appears that you did not raise your concern to our cabin crew on board your flights.

I have recorded the concerns you have raised and have forwarded a copy of your correspondence to the relevant departments for their attention. Although we can no longer undo this unpleasant experience we can assure you that internal corrective actions will be taken as deemed appropriate.

Thank you for taking the time and trouble you took to write to us. Only by receiving such feedback will we be aware of where we are getting things right, and where there is room for improvement.

We hope that we will have the pleasure of serving you again and that your next experience with us will be a more enjoyable one.

Yours sincerely,

Dear Mr XXXX,

Thank you for letting us know that the inflight entertainment system was not functioning properly when you were travelling with us to [destination]. We understand that watching a movie or listening to music can make a flight more pleasant, so we are really sorry you were not able to enjoy the entertainment during your trip.

Of course, we hope the inflight entertainment system will be working properly on all your future Etihad Airways flights, but if you do experience problems with it, please let our cabin crew know right away. They may be able to reset the system or move you to a vacant seat where the system is working.

I will share your comments with managers in the Inflight Department. They will use your feedback to help us improve our service.

We are sorry your recent flight did not go as smoothly as we would have liked. We look forward to welcoming you on another Etihad Airways flight again soon.

Sincerely,





List ways the revised templates differ from the original.

Visa Transit

1. ____________________________________________________________

2. ____________________________________________________________

3. ____________________________________________________________

4. ____________________________________________________________

IFE INOP

1. ____________________________________________________________

2. ____________________________________________________________

3. ____________________________________________________________

4. ____________________________________________________________




Practice: Revise this templateKeep in mind the goals of Project Write&Delight and the template revision strategies you listed on the previous page.

Original template: Poor Service Onboard

Dear Mr XXXX,


As a customer focused airline, we value our guests’ feedback and perspectives, so we appreciate the time you have taken to let us know about your experience when you travelled with us recently.

Etihad Airways is an airline with a very particular commitment to customer service, and we endeavor to provide an acceptable level of service and care at all times. It is naturally disappointing to read about the problems you experienced on board your flights from Nairobi to Shanghai on flights EY xxx and EY xxx on xx xxx xxxx and return on flights EY xxx and EY xxx on xx xxx xxxx.

Please accept my sincere apologies for your impression of poor service demonstrated by our Cabin Crew in particular on flights EYxxx and EYxxx. Although all our crews are totally trained and qualified from a safety and technical aspect, it would appear that, on this occasion, the general service of well-being offered to you did not reflect the level of professionalism that should endeavor to meet Etihad Airways’ required standards.

Etihad Airways is conscious of its service, and the service we offer is central to building repeat custom. It is our policy to follow-up on all customers’ comments and incorporate them into the operational review of the relevant manager. I am concerned and also disappointed to read about your experience during the flights and therefore I have sent your comments to our Cabin Crew Performance Manager for his information and internal review. We assure you that the necessary measures will be taken to avoid similar problems in the future.

Mr xxx, it was certainly never our intention to leave you feeling unhappy with the services provided. Therefore, as a gesture of goodwill, I would like to offer you and xxxx Etihad Guest miles. These miles can be utilised towards future Etihad flights, and/or any of the 6,000+ rewards available in the Etihad Guest Reward Shop. I hope that you will accept them as an extension of our apology for your experience on this occasion. Please note that I have already credited the miles into your account xxxxxx.

Finally, I would like to assure you that you are valued as our guests, and we do appreciate the time you have taken to let us know about your comments and observations. Indeed, it is only through receiving valuable feedback such as yours that we can continue to develop a product which meets and exceeds guest expectations, and also the competitive standards required to be an airline on the world stage. We see guest feedback as a vital part of our growth and development, and are grateful to all guests for their guidance in helping us to achieve our goals.

In closing, I do hope that your recent experience has not permanently undermined your opinion of Etihad Airways, and hope that you will choose to fly with us again in the future.

Yours sincerely,




Practice: Revise this template

Your template revision: Poor Service Onboard

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Module 5: How to read critically

Sample Customer Query A

To Whom This May Concern:I flew with Etihad on 9 January on the morning flight to Melbourne. It is a very long flight, so I had a chance to see the type of service your employees can give. In general, they were friendly and helpful, but I am concerned about safety on your airline. I know a great deal about safety procedures as I dislike flying immensely. The safety breach on my flight was shocking to me. The window curtains were closed when the plane took off and when it landed. I know this is a breach of protocol. Please advise.Harriett Wilson

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Restate the customer’s question(s)

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Sample Customer Query B

To: [email protected]: Francis PaileySubject: Question

Dear Customer Service:

My husband and I have a car loan with your financial organization. We have been trying to figure how to have my husband’s name removed from the state registration of the car. We are not trying to have his name removed from the loan, only the registration. Previously, I was told that we could not do this unless we paid off the existing loan, which we are not able to do. I don’t think asking too much to have his name removed from the registration! He would still be responsible for paying the load. I am trying to save a lot of time and energy and hoping that InterCredit would be willing to help us. And if you cannot, I would like a good explanation as to why not. So far we have been fairly happy with you as a lender, especially when we had a hard time finding financing elsewhere. Please respond ASAP.

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Sample Customer Query C

From: Charlie BarnstableTo: [email protected]: Problems with Print Online: "please select another delivery

option"Hello –I am at https://printonline.WebCopyShop.com/SubmitDelivery, trying to complete my online order. I have been trying for about 90 minutes. Here’s the error message: “Please correct the following error(s) to proceed: We’re sorry. There is a problem with our system. To continue, please select another delivery option.”I have tried to select all the delivery options but I keep getting the same error message. Please contact me to let me know how to place this order. Thanks -

Charlie_____________________________________________________


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https://printonline.WebCopyShop.com/SubmitDelivery

mailto:[email protected]



Query A

Actual response to the customer’s question(s)

Dear Ms Wilson,


We appreciate the time you have taken to let us know about your experience. As a customer focused airline, we value our Guest’s feedback and perspectives.

Etihad Airways is committed to customer service, although clearly, in this instance we failed to meet your expectations, for which I truly apologise. I regret to learn that our crew member has left you with an impression of poor attitude. Although all our crew are totally trained and qualified from a safety and service aspect, it would appear that the general service of well being offered to our guests does not offer the level of professionalism that should endeavour to meet Etihad’s required standards.

It is an important part of the Etihad Airways service to help guests relax and enjoy their time whilst flying with Etihad Airways, and as one of our guests you have every right to expect high customer service. We are always very concerned when we learn that a member of our crew was perceived by one of our guests to have been unprofessional.

Please allow me to explain, that our crew members are highly qualified from safety and technical aspect. Whilst I do understand your concerns, however rest assured that safety is naturally, our main priority. We never compromise on safety of our guests and crew members. Your comments have been shared with the concerned department for their attention and follow through action as deemed appropriate. As I am sure you will appreciate, with our fast expansion and growth, some of our crew members have recently joined the Company and therefore still develop their skills. Although all the crew are trained according to their job specification.

However, of any consolation to you now rest assured that your comments in respect of the in-flight experience will be addressed with the concerned crew member by the Performance Managers, which will be followed up and reviewed accordingly.

Whenever we receive feedback of this nature we conduct intensive internal investigations. Please allow me to assure you however, that remedial action is always taken when deemed appropriate.

We are grateful that you have taken the time to let us know your comments. Indeed, feedback is always welcomed at Etihad as we recognise that our guests’ views provide us directions for improvement, identify areas where we are falling short of expectations, and highlight aspects that we are getting right.

I hope that you can put this negative experience behind you and continue to travel with Etihad Airways. We value your support and sincerely hope we will have the opportunity of demonstrating our service commitment to you and your family in the future.

Yours sincerely,

____________________________________________________February 2016 Etihad Airways 21


Module 5: How to read critically Query BActual response to the customer’s question(s)

From: Christine [email protected]: Francis PaileySubject: Vehicle Registration

Dear Mrs. Pailey,

Thank you for your email concerning the registration on your vehicle, which is financed through InterCredit. The answer to your question is as follows:

The law states that the title and registration on a vehicle must be commensurate with the binding contract assigned upon purchase of said vehicle. In short, the title and registration must read exactly as does the contract for purchase. The information we gave you previously is correct. To have your husband’s name removed from the registration or title, you would have to obtain refinancing from an outside source and have the vehicle placed in your name only.

InterCredit strives to satisfy our customers needs, however we cannot go outside the law to do so. Should you have any further questions, please feel free to respond to the above email address. We appreciate your business.

Christine FarreCustomer Service Administrator_____________________________________________________




Query CActual response to the customer’s question(s)

From: [email protected]: Charlie BarnstableSubject: RE: Problems with Print Online: "please select

another delivery option"

Thank you for contacting Web Copy Shop! Your comments are extremely important to us as they help us to improve our products and services. Every email we receive is reviewed and in most instances responded to within 48 hours. You may also contact one of our customer service professionals at 1-800-254-6567, 24-hours a day.

Selecting Delivery OptionsThe Delivery Options page allows you to specify how you want to receive your order:

Pick up the order at any Web Copy Shop retail location Have Web Copy Shop deliver the order Have a courier deliver the order

The page also indicates the estimated cost of the order and any eligible volume discount, excluding discounts, shipping, and tax.

Please note if you want to change or cancel an online order please contact us at our toll-free number listed above in order for us to provide you with immediate assistance. Thank you again for taking the time to contact us, we sincerely appreciate your business.

Best regards, Web Copy Shop Customer Relations_____________________________________________________


https://printonline.fedex.com/pages/help/delivery.jsp#TopD

https://printonline.fedex.com/pages/help/delivery.jsp#TopC

https://printonline.fedex.com/pages/help/delivery.jsp#TopB

mailto:[email protected]


Module 6: Use the freestyle recipe for the first paragraph of your response

Ingredients for the freestyle recipe

1. Thank the guest for:

a. _____________________________________

b. _____________________________________

c. _____________________________________

2. Paraphrase the guest’s complaint to show you’ve read the email closely.

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3. Include specifics: dates, arrival/destination, flight number, or other meaningful facts.

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4. Address the feelings the guest has shared.

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5. Show empathy. Consider writing how you would feel in the same situation.

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Sample 1 – Guest’s email

I bought a ticket online a few hours before my flight. That was done and I received my ticket via email. The only problem was I found I couldn’t check in online. Your system instructed me to check in at the airport. But, at the airport I was told that flight was OVER BOOKED and to contact the ticketing desk at the airport. I spent almost one hour at the ticketing desk. The lady there tried all that time but then she turned to me and said she cannot do anything any more. And I have to contact Etihad Guest Relations for a full refund or other options. When I talked to another of your staff at the airport, he told me about few flights and then finally he booked me on the next flight. All that time, my friend was outside in the car because that was a very uncertain situation. Now, I want to lodge a complaint about that overbooking and stressful event. I ask why that happened when you know the actual number of seats? Thank you for your reply.

Freestyle the first paragraph of your response

Sample 2 – Customer’s email

I am writing on behalf of my mother. She is 82 years old and was travelling on EY123 from Abu Dhabi to Madrid. We had requested and received confirmation for a wheelchair throughout the journey, but there was no wheelchair available on landing in Madrid, causing her much discomfort. Etihad Confirmation # ABCDE. Thank you for your attention to this matter.

Freestyle the first paragraph of your response




Some templates prompt you to paraphrase the guest’s situation

Revised template: Poor Service Onboard

Dear Mr XXXX,

Thank you for writing to us and letting us know about your recent flight to [destination]. Please accept my sincere apologies for the poor service you received from our Cabin Crew. I can certainly understand why you were not happy with [paraphrase the situation].

I have shared your comments with our Cabin Crew Performance Manager who will take the necessary action to avoid similar problems with [paraphrase] in the future.

As a goodwill gesture, I would like to offer you [number] Etihad Guest Miles. I have already added these miles to your Etihad Guest Account EY [number]. You may use these miles toward future Etihad flights or any of the rewards available in the Etihad Guest Reward Shop.

If you are not already a member, you may enrol in our Etihad Guest programme online. Once you have enrolled in the Etihad Guest programme, please email me your Etihad Guest number, and I will ensure the miles are credited to your account.

Again, I am very sorry that your trip to [destination] was not as pleasant as it should have been. We look forward to welcoming you on another Etihad Airways flight again soon.

Sincerely,

In this template, what might you write to replace [paraphrase the situation]?

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Look for opportunities to freestyle in the first paragraph of the template

Think about the first paragraph as having “shadow space” for freestyling. In the two templates on this page, circle the words in the first paragraph that could be made more specific when you freestyle. Also notice the blank line. The end of the paragraph is often a good “shadow space” for freestyling.

Template: Customs ShortfallDear Mr XXXX,

Thank you for writing to us about your experience in the [name of airport]. I certainly understand why you wanted to let us know about the service you received from the Customs Officers. We expect the Customs Officers to be efficient and professional with all our guests. I am sorry you didn’t receive the service you should have received. ________________________________

I will share your comments with the airport manager who will use them during the next staff service review. Your feedback will help us improve our guests’ experience at the airport.

We look forward to welcoming you on another Etihad Airways flight again soon.

Sincerely,

Template: Weight Balance IssuesDear Mr XXXX,

Thank you for writing to us about your recent travel to [destination] when our check-in staff asked you to sit in a different seat. We know our guests prefer certain seats, and usually we do all we can to honour these preferences. I am sorry we were not able to do so for you on this occasion. ________________________________

On your flight, our cabin crew reseated guests within the cabin to ensure that the aeroplane maintained its optimum weight and balance ratio. Sometimes we must do this when the aeroplane is carrying a lot of cargo and relatively few guests. I am sorry this situation was not clearly explained to when you checked in.

Thank you for understanding. We look forward to welcoming you on another Etihad Airways flight again soon.

Sincerely,



Module 6: Use the freestyle recipe for the first paragraph of your responsePractice freestyle writingYou and a partner will work together on this activity.

1. One partner will freestyle the opening of a response using the Customs Shortfall template.

2. The other partner will freestyle the opening of a response using the Weight Balance Issues template.

3. Each of you will invent the specifics of the guest’s complaint for your partner to use in his or her response.

Invent the specifics of the guest’s Weight Balance Issues complaint

Guest’s name

Travel date

Destination

What happened

Why the guest is upset

Using the template, freestyle the opening paragraph of a response to this guest. Look for the “shadow spaces” for freestyling.

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Module 6: Use the freestyle recipe for the first paragraph of your responsePractice freestyle writing

Invent the specifics of the guest’s Customs Shortfall complaint

Guest’s name

Travel date

Airport

What happened

Why the guest is upset

Using the template, freestyle the opening paragraph of a response to this guest. Look for the “shadow spaces” for freestyling.

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Module 7: Use a personal but professional tone

Use a warm tone to build rapport with guests

50 degrees F (10 C) 80 degrees F (26 C)Cold, bureaucratic tone Warm, casual tone

What’s the temperature of this letter from a law firm?

Dear Mr. and Mrs. O’Flahavan:

Enclosed herein please find a check in the amount of $140 representing the difference between the funds you tendered relative to your purchase of the above-referenced condominium unit and the funds required relative to that purchase.

Very truly yours,




What’s the temperature of each response? What’s the right tone temperature for building rapport with customers?

Temperature of Sample A: _____ Celsius

Dear Mr. Smith,

Thank you for your response.

As a customer focused airline, we value our guests’ feedback and perspectives, so we appreciate the time you have taken to let us know about your concerns. Etihad Airways is an airline with a very particular commitment to customer service, and we endeavour to provide an acceptable level of service and care at all times. It is therefore disappointing to read that you were not happy to learn about the restrictions of the fare purchased with regards to the date changes. Having retrieved your booking under reference XXX, I am able to see your ticket did not allow changes to be made and I am sorry that you were not aware about this. However, please allow me to explain that tickets have significant conditions of sale and restrictions that were already established and that you would have agreed upon prior to making the payment for your reservation. These conditions were highlighted at the time of booking and again they were outlined in the E-mail confirmation sent to the e-mail address, supplied when the booking was made. The fare basis information is available for viewing just prior to the payment process affording guests the opportunity to determine if this particular fare is suiting to their needs and these must be agreed to before your ticket can be purchased. As you may be aware, our terms and conditions available in our website states that for any alteration or cancellation of your booking, a fee will be charged based on the fare that was purchased.

Furthermore, please may I draw your attention to our Conditions of Carriage, Articles 3 and 4 for further clarification. Since you have agreed with our terms and conditions, I am sorry to inform that we are unable to comply with your request to waive the change of date fee for your return. I understand that this is not the news you were expecting and I do apologise for any disappointment. Notwithstanding this however, it is never our intention to leave our guests feeling unhappy and I am sorry that we have not been able to meet your expectations on this occasion.

I would like to thank you for the time dedicated to write to us and I hope that despite your disappointment, you will continue to fly Etihad the future.

Yours sincerely,




What’s the temperature of each response?

Temperature of Sample B: _____ Celsius

Dear Mr. Smith,

Thank you for taking time to let us know about your concerns. At Etihad Airways, we truly care about our guests, so we are disappointed that you were not happy about the date change restrictions on the fare you purchased.

I have reviewed your booking under reference XXX, and I am able to see your ticket did not allow changes to be made. I am sorry that you were not aware about this.

We know fare conditions and restrictions can be confusing, so we explain them to our guests during the purchase process. You would have agreed upon these conditions before making the payment for your reservation. We highlighted these conditions at the time of booking and again in the email confirmation we sent when your booking was made.

We also list our Modification Fees at our website, which states that for any alteration or cancellation of your booking, a fee will be charged based on the fare that was purchased. Because you have agreed with our terms and conditions, we are unable to grant your request that we waive the change of date fee for your return. I understand that this is not the answer you were hoping for, and I do apologise for any disappointment.

We look forward to welcoming you on another Etihad flight again soon.

Sincerely,


http://www.etihad.com/en-us/before-you-fly/modification-fees/



What’s the temperature of each response?

Temperature of Sample C: _____ Celsius

Dear Robert,

Thank you for letting us know you weren’t happy about the date change restrictions on the fare you purchased from AAA to BBB.

I took a quick look at your booking under reference XXX, and I can confirm that the ticket you purchased did not allow changes to be made without a fee. I’m sorry that you weren’t aware of this.

We know fare conditions and restrictions can be confusing, so we take care to explain them to guests while they’re buying tickets. Here’s how:

1. When you paid for your ticket, you clicked the box to agree to our fare conditions.2. When we sent you the email confirmation of your booking, we mentioned these fare

conditions again.

We also list our charges for changing the date of your flight at the Modification Fees page at our website.

So, I have to tell you that I’m sorry, but we can’t waive the change of date fee for your return. (I know you were probably hoping for a different answer.)

Thanks for getting in touch. We hope you’ll join us on another Etihad Airways flight soon.

Sincerely,


http://www.etihad.com/en-us/before-you-fly/modification-fees/



Try these techniques for writing in a warm, friendly tone

1. Use personal pronouns2. Be specific: Avoid apologizing for “any inconvenience”

Use pronouns to make your tone more personal

Use I, we, you Use our, your, their

Revise this paragraph using personal pronouns

Thank you for writing to Etihad Airways about your recent travel to [destination]. It is

regrettable that your baggage was not delivered upon arrival. Etihad is aware that guests

need their personal items when they travel, and an apology is due because you had to

wait to receive yours. You mentioned that due to this baggage delay you had to

purchase [items]. Please send receipts for these additional expenses. The receipts will

be reviewed and a decision will be made about reimbursement.




Try these techniques for writing in a warm, friendly tone

Be specific: Avoid apologizing for “any inconvenience”

Sample 1

Guest’s email Our hand baggage was taken by another passenger while we were on a flight to Prague. This would not have happened if the Etihad air hostess had not moved our hand baggage from the bin above our seat. She asked if she could rearrange the bags to make room for a large parcel another passenger was carrying. My wife and I were distracted at the end of the flight because our three small children needed to be taken to the lavatory. When we landed in Prague, another passenger took our bag from the bin, but I don’t know who took it. I request that you reimburse our loss and hold your staff accountable for moving our bag.

Revise the officer’s responseThank you for writing to us about your travel to Prague. Please accept our apologies for the inconvenience.

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Sample 2

Guest’s email Because you cancelled the flight from Abu Dhabi to Paris (on 28th December 2015), my family lost first day of our holiday - first day accommodation in Majestic Elegance Hotel Paris - 464 euros. We must go to the center of Abu Dhabi to buy some clothes for our children and for us. We spent a lot of money. I’ll send you all the receipts when I’ll arrive at home because I can’t scan it them now. Please note, I have all the receipts in original.

Revise the officer’s response

Dear Mr. Brent, Thank you for writing to us about the cancellation of your flight to Paris. Please accept our apologies for the inconvenience you mention.

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Module 8: Put it all together

Apply what you have learned by answering one of the guest emails below.


Hi. It's 12:30 pm BKK Time and we just got back two pieces of our baggage. The first one got back this morning at 10:30. We are very disappointed for this first experience in business class with EY. We have noticed that there were no priority tags on our baggage.

What do you propose as compensation for this delayed time and the stress we experienced? We consider 10,000 to be fair, as I see at your website that you are willing to award up to 50,000 Etihad Guest Miles as a sign-up bonus for the payment card.

PNR xxxxxxEY 38EY 408BKKEY12345

I just want to say thanks a lot to the Twitter team @Etihadhelp. They were very efficient. Geoffrey Jones

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Module 8: Put it all togetherApply what you have learned by answering one of the guest emails below.


Hello,

This email is to request reimbursement of my money, which was caused due to delay of flight by Etihad Airways. (I have attached the delay letter from Etihad.) I had booked a train ticket to travel to Nuremberg from Munich after the flight. (Please see my train ticket, attached to this email). But due the delay of your flight, I missed the train to Nuremberg. And the next day when the flight arrived, I had to re-book new train ticket. (Please see my second train ticket, attached to this email).

I request that you reimburse my new train ticket charge of 45 Euro, which I had to pay due to your delay.

Name > Heidi Renatta Johnson Account No > ABCD12345678987654321Bank > Deutsche Bank Filiale, Nuremberg Germany

Thanks

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Module 8: Put it all togetherUse one of these templates to respond to the guest’s complaint.

Priority Baggage Delay on CarouselDear Mr XXXX,

Thank you for writing to us about your experience in [name of airport]. I certainly understand why you wanted to let us know about the time you spent waiting for your baggage. We expect our team to ensure that our [Business class/First class] guests receive priority baggage service. I am sorry your bags did not arrive promptly, as they should have.

I will share your comments with the Airport managers who will use them during the next staff service review. Your feedback will help us improve our guests’ experience at the airport.


Sincerely,

Delay With Compensation templateDear Mr XXXX,

Thank you for writing to us about your flight EY to [destination], which was delayed due to [reason]. You have every right to expect punctuality from Etihad Airways, and I am really sorry that your flight was not on time.

We have received your receipts for [amount] you spent on [train travel, taxi fare, etc.]. We will reimburse you for this amount by bank transfer.

To enable the bank transfer, we will need the following information: [Beneficiary Bank Name] [Beneficiary Bank Address] [Beneficiary Name as in bank account] [Complete Beneficiary Postal Address & Telephone Number] [Beneficiary E-mail ID] [Beneficiary Account Number] [CBID] [Swift Code] [IBAN] [Sort Code]

When we receive this information from you, we will process your claim. Please allow up to 21 days for your bank to receive the reimbursed amount.


Sincerely,




Read and discuss the actual answer to Sample 1

Dear Mr Jones,


I regret to learn that you were left with negative impressions of the baggage delivery service you received on your arrival at Bangkok airport when travelling with us, under booking reference ABCDEF.

You have every right to expect the timely delivery of your baggage and I can assure you that Etihad has an excellent track record regarding our baggage delivery. There are however instances when despite our best efforts, the baggage does not arrive as scheduled. On this particular occasion, I truly regret to learn that your baggage was not tagged with the priority tag at the Paris airport on your departure.

Our Ground and In-flight Services teams undergo regular trainings to ensure that the highest levels of service are provided to our premium guests. Your experience appeared otherwise, and for that I am sorry.

Your concerns have now been addressed and forwarded to all respective department for review and evaluation. I have also requested our relevant Senior Managers to carefully investigate the issues you have highlighted and to ensure that remedial actions are taken with our service contractors and own staff members, in order to prevent recurrence of similar issues.

Recognising that we fell short of your expectations on this occasion, and as a sincere gesture of goodwill, we would like to offer you 3,000 Etihad Guest miles for the inconvenience you may have experienced. These miles can be utilised towards future Etihad flights and/or any of the 6,000+ rewards available on the Etihad Guest Reward Shop. www.etihadguest.com

You may also choose to convert their miles to points or virtual credit with PointsPay which can be used anywhere that accepts VISA card, both online and in stores; over 30 million different options. This is available exclusively to Etihad Guests and can be accessed via the website at http://www.etihadairways.com/sites/Etihad/global/en/guestrecognition/visitor/Pages/pointspay-pay-with-etihadguestmiles.aspx.

If you choose to accept our offer, please let me know and I will be happy to make arrangements for the mileage credit.

Mr Jones, we are not insensitive to your concerns and we appreciate you taking the time and trouble to write in respect of the difficulties experienced. Only by receiving such feedback will we be aware of where we are getting things right, and where there is room for improvement.

Thank you for giving me the opportunity to review your concerns. Sincerely,


http://www.etihadairways.com/sites/Etihad/global/en/guestrecognition/visitor/Pages/pointspay-pay-with-etihadguestmiles.aspx

http://www.etihadairways.com/sites/Etihad/global/en/guestrecognition/visitor/Pages/pointspay-pay-with-etihadguestmiles.aspx

http://www.etihadguest.com/



Read and discuss the actual answer to Sample 2

Dear Ms Johnson,


We do appreciate the time you have taken to let us know about your experience. Our guests have every right to expect punctuality from Etihad and I can assure that we do everything we can to maintain good performance. However, sometimes unforeseen circumstances prevent us from operating our flights on schedule.

Upon investigating the trail of events leading up to the delay of flight EY123 on 19 July 2015 respectively, I am now in a position to respond to the concerns outlined in your correspondence.

On this particular occasion, the recorded 01 hour and 36 minutes departure delay was due to late arrival of incoming aircraft, which was schedule to operate from Kochi to Abu Dhabi. Whilst I do understand how unsettling this must have been for you, please accept my sincere apology.

I understand that this delay caused a knock on effect to you travel plans. We certainly appreciate the discomfort experienced and apologise for any inconvenience caused.

Ms Johnson, I would like to assure you that this type of situation is very exceptional and that we take all our guests feedback seriously. I can appreciate that the above is of little comfort to you given the circumstances and we do not underestimate for a moment the disappointment you may have experienced. Disruptions are inconvenient and unpleasant and I am sorry that you were caught up in this situation.

In light of the above I will be pleased to consider the reimbursement of EUR 45.00 towards your train ticket, on production of relevant receipts. Once receipts are reviewed, this payment will be made by a bank transfer for which we would require the following details:

1) Beneficiary Bank2) Beneficiary Bank Address3) Beneficiary Name as in bank account4) Complete Beneficiary Postal Address & Telephone Number5) Beneficiary E-mail id6) Beneficiary Account Number7) BIC Code8) IBAN Number9) Swift Code

I hope that you can put this negative experience behind and continue to travel with Etihad Airways. We value your support and sincerely hope we will have the opportunity of demonstrating our service commitment to you in the near future.

Yours sincerely,



Resource: How to say “no”Come-backs are difficult in any style, but the personal, direct Write&Delight style may make come-backs even harder for officers because they can no longer “hide” behind official-sounding wording.

Tips for saying “no” in the Write&Delight style:

1. Watch your tone. It’s OK to continue to be personal and professional in a come-back, but don’t be overly friendly. That tone could be confusing to guests who are being told they can’t have what they have asked for.

2. Keep your answer concise. Conciseness is a Write&Delight style, and it’s even more important in a come-back situation. Resist the temptation to over-explain why you have to say no to the guest. Just say no clearly and graciously, and be done with the e-mail. With come-backs, less really is more.

3. Show respect. When a guest writes back and says, “I don’t like your answer,” it becomes difficult for the officer to empathize. If you can’t sincerely express empathy, just show respect for the guest’s disappointment. Acknowledge that the guest is not happy.

4. Emphasize a positive future. Focus on the good things that could happen, so you can avoid having to write about the things the guest didn’t like. For example, if a guest writes back to say he’s not happy with the amount of the compensation, respond that in spite of the less-than-hoped-for amount, you hope he will use his vouchers soon, etc.

5. Understand that the Write&Delight style isn’t causing come-backs. In fact, overall, the Write&Delight style will reduce the number of come-backs.




Practice: Revise this template

Revised template: Poor Service Onboard

Dear Mr XXXX,

Thank you for writing to us and letting us know about your recent flight to [destination]. Please accept my sincere apologies for the poor service you received from our Cabin Crew. I can certainly understand why you were not happy with [paraphrase the situation].

I have shared your comments with our Cabin Crew Performance Manager who will take the necessary action to avoid similar problems with [paraphrase] in the future.

As a goodwill gesture, I would like to offer you [number] Etihad Guest Miles. You may use these miles toward future Etihad flights or any of the 6,000+ rewards available in the Etihad Guest Reward Shop. I have credited the miles into your account [number].

Again, I am very sorry that your trip to [destination] was not as pleasant as it should have been. We look forward to welcoming you on another Etihad Airways flight again soon.

Sincerely,



Module 9: Course evaluationThanks for participating in this course. Please complete this evaluation form by putting an X in the box corresponding to your answer.

Name _________________________________ Date: __________________________

StronglyAgree Agree Neutral Disagree Strongly

Disagree1. The training met my

expectations.

2. The goals of this course were made clear to me.

3. The course materials were pertinent and useful.

4. The trainer was knowledgeable.

5. The trainer encouraged class participation and interaction.

6. If you were to recommend this course to a colleague, what would you say?

7. What aspects of the training could be improved?

8. Anything else you’d like to comment on?


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