Guidelines to reply emails

Version 1.5 – May 2020
Last Modification: September 2021
Audience: Bookings Team, Samma Karuna
Author: Ishi

Abstract: The follow document set the guidelines and good practices set by the school on how to reply messages. This articles applies both to Help Desk tickets as well as emails.

This set of guidelines are created to improve quality of our service and conversions rate (sells per inquire).

How to reply to emails

1) Read and understand the Emails Handling Manual

The Emails Handling manual will provide you with all the knowledge necessary to understand your job. This manual as well as the internal and public Knowledge Basses are your best tools to work.

A copy of the Emails Handing manual can be found inside the school repository file system: <repository>/Training Manuals/Bookings.

2) Take a moment to understand the email before answer it

Ask yourself these questions:

1. What this customer is looking for?
2. What is the best option I can offer him based on what he wants?
   1. Keep in mind often customers are not looking for the cheapest options but for the most convenient one.
3. How can I show this customer appreciation and love?
4. How I can facilitate this booking to him?

Example:

Customer: I am really interested in becoming a Yoga teacher and doing a TTC at your establishment, however in my country my holidays cannot be chosen (I work as a teacher in France and we have specifi dates ofr holidays that cannot be changed) and I would like to do a TTC during my summer holidays. Is there a chance that someday you’ll do TTC during July or August ?


(NO SO GOOD) Representative:  I am happy to inform, that our next year’s YTTC starts from January 2020 and you are most welcome to join us.  Our next one will be 9th March 2020-11th May – 28th June – 7th september The course is offered with a 4-bed dorm room and one vegan lunch buffet per day.  In case you choose to stay off-campus, there will be a USD 280 price reduction.  Our class size is approx. 15 – 20 persons…..

(GOOD) Representative: Unfortunately we don’t have any YTTC on July-August this year. The closest option would be the one starting on 28^th of June. Im sorry you may not be able to make it this year. I will pass along your suggestion to the events manager of the school to consider your case when scheduling next year’s YTTC dates. You may keep an eye on the upcoming dates on our website.

Example II:

Customer: Hello there! I was wondering if there is a possibility in volunteering for one week. Starting 26/2…I will be there and willing to assist on what’s required. I know it’s very short time but you never know. Thank you in advanced. Best, Chantal

(NO SO GOOD) Representative: Hello Chantal,

It’s XXX from Samma Karuna. Hope this message finds you well.
We appreciate your interest in collaborating with Samma Karuna. Our focus is on building a friendly and conscious community where everyone can grow in a safe and mindful way.
Meanwhile we have some regulations regarding new teachers, facilitators and partners for our school, in order to maintain our high standards of ethics and teachings.
Please complete the application form on our website if you wish to facilitate an event or workshop:
https://www.sammakaruna.org/volunteer-with-us/  

Once we receive your application we will contact to you within ……continue…

(GOOD) Representative: Hello Chantal, Its XXX here from Samma Karuna.
Hope my email finds you well and happy.
On regards of your question, unfortunately is not possible to volunteer for less than 4 weeks as this is the extension of our Awakening & Healing program.

However you may come as a student this time and join us volunteering another time. If you would like to consider a holiday package you may find some budget options in the following link: https://www.sammakaruna.org/affordable-yoga-retreats/

If you have any further questions please do not hesitate to contact me.
May you have a wonderful day!
Namaste, XXX

3) Put love first rather than efficiency

Example:

Customer: I would like to make a booking for me and my partner staying at the school for 13 nights, arriving 1^st of September on a private bungalow. How much would that cost?

(NO SO GOOD) Representative: You can find out the cost using our custom staying calculator at: https://www.sammakaruna.org/yoga-thailand/custom-stayings-ah/

(GOOD) Representative: The cost will be of USD 2736. If you decide to go ahead with you booking you can pay the invoice have attached to this email.

If you wish to change bookings dates or upgrade your accommodation you may also use our online custom staying calculator at: https://www.sammakaruna.org/yoga-thailand/custom-stayings-ah/

Example II:

Customer: Hello there, we are a couple from india and Spain. We are visiting Thailand from 29th jan to 4th feb 2020. We would like to know more about the intimacy program. My Whatsapp Num is +91-9849600778.

(NO SO GOOD) Representative: Hello Nitin
This is XXX from Samma Karuna.
Thank you for your interest in our courses, you can visit the following link for information on our upcoming workshops, including the intimacy program.
https://www.sammakaruna.org/events/

Any other questions do not hesitate to contact us

Have a great day!
Namaste, XXX

(GOOD) Representative: Hello Nitin, its XXX here from Samma Karuna. Thank your expressing your interest in our workshops.

I believe you refer to our mindfulness in Intimacy course.

You may find detailed information about this workshop on the following link: https://www.sammakaruna.org/event/mindfulness-intimacy-training-4-2-3-2/

The cost of this course if of USD 230.
If you have any further questions please do not hesitate to contact me.
May you have a wonderful day!

Namaste, XXX

4) Facilitate work to the customer

Your job as bookings representative is to facilitate the student’s work as much as possible:

Example:

Customer: Is there a post office close by your place?

(NO SO GOOD) Representative:  The nearest post office is in Tong Sala.

(GOOD) Representative: The nearest post office is at Tong Sala, about 2.5 km from the school.

This is the address and phone number: 12/1 Moo 1, Thong Sala Road, Tambon Koh Phangan, Amphoe Koh Phangan, Surat Thani, 84280, Ταϊλάνδη

+66 77 377 118

5) Don’t transcribe text from the website but rather provide links

Example:

Customer: I would like more information about your Tantra TTC

(NO SO GOOD) Representative:  Our Tantra teacher training is a great course that runs for 4 weeks. You need to have 1 year Tantra experience or to attend the foundation course to be eligible for the course.

You can volunteer and get a 20% discount on the course. The next available dates are April and November this year….

……………………………….continue..

(GOOD) Representative: Thank you for your interest in our Tantra TTC.
You can find further information about this course on the following link: https://www.sammakaruna.org/teacher-training/tantra-teacher-training-thailand/

If you have any further questions please do not hesitate to contact me, Im h0appy to assist you.

6) Always be kind and polite

• Start every customer communication with some nice introduction such as:
  • “Hello <customer’s name> , its <your name> here from Samma Karuna.
     Hope my email finds you well hand happy.”
    
    
    
  • Finish every customer communication inviting him to contact you again.
    • “If you have any further questions, please do not hesitate to contact me.
      May you have a wonderful day!
      Namaste, <your name>

7) Ensure you answer all customer’s questions, even if you have already done it.

Make sure you answer all questions in the email before sending it.

Example:

Customer: Hello, I would like to come for a 7-day retreat with my boyfriend but he will have to work during the day. Is it possible to rent a room and I only take the courses? Or is there a lighter package so he can participate to some activities?
How much would it be? DO you have wifi?
Best
Alix

(NO SO GOOD) Representative:

Hi Alix, No problem, you can take the bungalow for 2 people and the activities of the program for only 1 person, let us know what is the program of your interest and the start date, to send you all the necessary information.

(GOOD) Representative:
No problem, you can take the bungalow for 2 people and the activities of the program for only 1 person. Whenever you boyfriend would like to join you he can purchase our 1 day pass for 890 baht/day. If you would like to go ahead just book on our website any of our available packages and make sure to choose your accommodation as Type B or Type A. As both are private bungalows your boyfriend will be able to join you at no extra cost.

Example:

Customer: What would be the price with accommodation upgrade type B?

(NO SO GOOD) Representative:  I already told you price in the previous email.

(GOOD) Representative: The price would be of USD 430. All together with your package USD 1120.

8) Answer simple, concrete and structured

• Avoid offering more than 2 options on any alternative
• Answer kindly and concrete.
• If you don’t know how to do something or if something is allowed check our internal knowledge base at: kb.sammakaruna.org
• If you want to find out an answers related to a package or a course look at the page of that package/course in our website.
• If you want to find answers to general questions check our website’s FAQ section at: https://www.sammakaruna.org/frequently-asked-questions-faq/
• Do not explain what is not asked.
• Make bullet points for every answer

Example:

Customer: Hi there, Im interested in booking a yoga retreat. I was wondering are meals included or can meals be sourced at the retreat? Also looking at the schedule, I was wondering is breakfast eaten at the retreat?

(NO SO GOOD) Representative: This is xxx from Samma Karuna, I hope this message finds you well. Thank you for expressing your interest in our Awakening & Healing program, and you are most welcome to start on any date of your choice.  The program is not inclusive of food.  We have a vegan/vegetarian restaurant on site and many others in the walking distance providing both local and international cuisine. 

For 10 nights/11 days, our package is inclusive of one private interview and 5 times Thai massage, we offer 3 type of accommodations for you to choose:… (continues..)

(GOOD) Representative: This is xxx from Samma Karuna, I hope this message finds you well.  Thank you for expressing your interest in our yoga retreats. On regards of your questions:

• The program is not inclusive of food.  However we have a great vegan/vegetarian restaurant on site and many others in the walking distance providing both local and international cuisine.
  
  
• Usually people on campus don’t take breakfast or eat it a bit late as both meditation and yoga practice in the mornings are not recommended to be practiced with a full stomach.

If you have any further questions please do not hesitate to contact me back.
May you have a wonderful day!
Namaste.

Example:

Customer: Hallo!!, I would love to visit Samma Karuna soon! I would like to follow a pre-vipassana course. Is there availability of the type A accommodation from 3rd to the 12th or April? I haven’t booked my flights yet so the days might slightly change. Are there also options to book a reiki session?

(NO SO GOOD) Representative: Hello Julia, this is XXX from Samma Karuna, I hope this message finds you well. 
Thank you for expressing your interest in our program. We have availability on your requested date and you are most welcome to join us. 

Our minimum stay if for 5 nights/6 days, the program is not inclusive of meals, however, vegan/vegetarian food are available at the restaurants onsite and around the campus.  There are also shops selling vegetable and fruit in a walking distance. 

If you happy with this arrangement please find more information and confirm you booking by following this link:  https://www.sammakaruna.org/course-pre-vipassana/
(continues..)

(GOOD) Representative: Hello Julia, its XXX here from Samma Karuna. Hope my email finds you well and happy.

On regards of your questions:

*  Yes, we do have availability for Pre-Vipassana retreats on type A accommodation from 3^rd to 12^th of April.  You can use our custom-bookings application to book by yourself on the following link as as soon as you know your arrival date.
https://www.sammakaruna.org/yoga-thailand/custom-stayings-ah/

This link is also valid for pre-vipassana courses.

Alternatively feel free to contact me back again with your final dates and I will send you an invoice to your email that you can pay with your credit card or Paypal.

* Yes, you can book Reiki sessions as well as many other therapies at our Welcome Center during your staying.

If you have any further questions please do not hesitate to contact me.
Have a great day!

Namaste, XXX

9) Try to close sells by giving small exceptions or discounts

Your job in great measure includes as well closing sells and you will be regarded as well if you are the one facilitating this task to a customer.

On this regard you can offer small discounts (from 5 to 10%) or exceptions to polices in order to either close a sell or recover an unhappy customer.

If you are unsure whether to make an exception or not, let know the customer you will come back to him and escalate the case for consideration.

Example:

Customer: Hi! I really would like to join the Tantra teacher training in November, but due to corona virus it is unsure at this moment if I will able to come over to Thailand (due to flights etc). Is there an option to already do the application process, but under the condition that I am able to come?

(NO SO GOOD): Hello Claudia, Its xxx here from Samma Karuna
Hope my email finds you well and happy. Unfortunately course deposits are not refundable. However I do belive should be travel restrictions by November.

If you have any further questions do not hesitate to contact me.
Kind regards, xxx

(GOOD) Hello Claudia, Its xxx here from Samma Karuna
Hope my email finds you well and happy.
Based on your request and current situation with the virus what i can offer you is to pay the deposit for the course and in the event there still travel restrictions in place by November we will
issue to you a full refund of your deposit as an exception.

If you would like to go ahead, you may book this course directly on the following link: <link>

If you have any further questions do not hesitate to contact me back.
May you have a wonderful day!
Namaste,
xxx

Other tips:

• Always that you escalate a case or need to wait for the answer of a third party to reply a ticket first come back first to the customer letting him now that you are processing his request and you will come back to him.
  
• Provide time frames bigger than what you actually expect a task would take in order to avoid an unhappy customer. For example if you expect to come back to the customer within 24hr let know the customer that you will come back to him within 48hr.
  
• Avoid providing empty promises to close a sell such as “we are sure that our program adjusts to your needs.” or “you will have the best time of your life with us”.