Module 2 · The tools and the writing Lesson 5 of 15

Writing a reply that closes on the first attempt

Worked example

"Your refund is processed and will reach the account in 5–7 working days. If it has not appeared by then, reply here and I will chase it" closes the loop and gives the customer a defined next point of contact instead of an open worry.

Your practice task

Write three first replies for real support scenarios and mark, in each, the one question you asked and the next step you gave.

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

Key takeaway

Ask everything you need in one message, answer the actual question first, and end with one clear next step. Most reopens are caused by a missing question, not a missing answer.

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