Module 1 · The job behind the job title Lesson 2 of 15

Tone: the same answer, said three ways

Worked example

Starting an email with the resolution before acknowledging the frustration reads as dismissive even when the fix is perfect. Two sentences of acknowledgement first is not flattery, it is the order a person can hear things in.

Your practice task

Take one resolution and write it three times: chat, email, and email to a customer who has written in capitals twice.

Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.

Key takeaway

The facts never change; the delivery does. A chat reply is short and immediate, an email is structured and complete, and an upset customer needs acknowledgement before information.

Almost there

15 lessons left of 15

Finish every lesson to unlock the certificate. Each one ends in a practice task — do them and the final project brief writes itself.

Next recommended course Digital Marketing Masterclass