How Can We Help?
How to answer different types of emails with questions
Author: Ishi
Version 4.0 – 2017
Audience: Bookings team
Last modifed: 4th October 2022
Scenario
You wll get a message with subject: “New website inquiry from Send us a message:”
This are messages sent by customers through the contact form of our website.
You may also recieve tickets with questions using a written in free style text. sent to our email address: bookings@sammakaruna.org
We can receive any kind of questions. One message may contain 1 or more question and you should consecutively answer each question.
We classify questions in general groups:
- Questions about Accommodation
- Questions about Samma Karuna Facilities
- Questions about Teacher Training Courses
- Questions about Awakening & Healing Program
- Questions about Detox Programs
- Questions about current Workshops
- Questions about Payments
- Questions about Volunteering
- Questions about Jobs
- Questions about Facilities and halls rental
- Questions about our intership program
Steps To reply to a “Question” message:
- Before replying a message ensure you have read and understood our guidelines and good practices to reply emails.
- If you dont know the answer to the customer’s inquire you can:
- Look for the answer at our website and our public knowledge base located at: https://www.sammakaruna.org/frequently-asked-questions-faq/ (for general questions/answers available to public)
- All questions regarding internal procedures and how to do stuff are available in our private knowledge based located at: https://kb.sammakaruna.org (ask your manager for the password)
- If you still dont know the answer to a question ask the responsible person on that area and whilst waiting for an answer let know the customer that you will come back to him/her soon.
- Review our communication plan to know who to contact for which type of inquire or request.
- Review our communication plan to know who to contact for which type of inquire or request.
- Look for the answer at our website and our public knowledge base located at: https://www.sammakaruna.org/frequently-asked-questions-faq/ (for general questions/answers available to public)
- Copy the answers and paste it in the reply.
- IF there is more than 1 question in the message, you should consecutively answer each question. Use the connection phrase: “In response to your second/third/fourth question..”
- Send the reply
| Only answer the question the customer is asking you but provide links to our website as well where he can find further answers and book. If you find yourself having many options to offer, always choose the best 2 or 3. Avoid offering more than 2 options (exceptionally 3) as the customer may end up feeling confused. |