Learning library / Article 001
Foundational communication · Article 001 · 4 min read
How to Read Previous Emails
Before requesting information, check whether the customer has already supplied it.
Learning objectives
By the end of this article, you should be able to recognise the problem, take a sensible next step and avoid making the customer explain it all over again.
Step-by-step guide
01. Open the existing conversation
Locate the original message and all subsequent replies. The subject line is a useful starting point.
02. Read from the beginning
Follow the conversation in chronological order. Resist the temptation to read only the latest email.
03. Identify what has already been provided
Look for contact details, availability, case references, screenshots and explanations.
04. Write a response that reflects the history
Acknowledge what has already happened and explain the next concrete action.
Practical reminder
If you are about to ask for a telephone number for the fourth time, return to step three.
Was this article helpful?
Your feedback is important to us. Unlike some support systems, we have included a visible response.
Satirical training material. Not official guidance from Microsoft or any other company.