Notice that the question could not be answered with a simple yes or no??”it demands an
explanation. In this example, the response is immediately affirmative while boasting about
the company??™s great product line, and follows that up with two simple options for getting
more information. The response weaves a subtle marketing flavor into the text, which
works well for FAQs addressing prospects. For FAQs handling the problems of existing customers,
much more straightforward language is appropriate. Here??™s an example:
Question: I was shipped the wrong color. What do I do?
Answer: While we strive for accuracy in ordering, we occasionally make mistakes. Please
call our support staff immediately at 1-800-555-8866 to receive instructions for returning
the incorrect order, and to confirm the details of the correct order so we can ship it without
delay.
This response admits that the company is at fault, and provides a means of immediate rectification.
There is no attempt to market services or speak over the customer??™s head??”just
a straightforward reply to a very real problem. We??™ll cover writing support content later in
the chapter.
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