Skill Development and Training
Customer Service – Email
Service Essentials for Email
Customer Service via Email Communication
The way we communicate via email requires a unique set of specific skills that are different from face-to-face or email skills.
Module I - Crafting a professional email message tailored to your audience
- Seven Essential Practices for Email
- Using email with care
Maintaining the human touch when communicating major change, sensitive information, conflict, bad news, and
performance issues. Understanding that email is not private, avoiding the use of sarcasm and jokes,
you have little control, and you do not know the disposition of the receiver.
- Responding promptly
Understanding how to respond when you need more time than the requestor expects, determining an appropriate
response time based on situation, using auto response when unavailable.
- Being aware of your audience
Modifying language, tone, and level of detail based on whether the receiver of the email is internal or external and how well you know them.
- Showing respect and being courteous
The importance of the greeting, kind words, use of the email receiver's name, and making them feel important.
- Formatting with brevity
Using short paragraphs, lines and bullets, keeping the message short and to the point, avoiding uncommon fonts and graphics.
- Communicating effectively through clarity
Using subject lines that are short, yet descriptive, quoting previous emails and using examples to enhance clarity.
- Proofreading for Professionalism
Spell checking, practicing excellent grammar and punctuations, and avoiding email when angry or tired.
Module II - Managing email effectively and overcoming email overwhelm
- Strategies to effectively manage email
Setting up folders, four levels of priority, establishing standards for responsiveness,
and setting yourself up to send a well-received and professional response.
- Uses for email
Identifying types of email communication that are welcomed, effective and fast.
- Tips for sending and receiving email
Strategies and techniques for managing email that will enhance image, effectiveness, and relationships.
View Service Essentials for Email e-brochure
Service Essentials for Email Trainer Kit includes:
- Facilitator Guide
A step-by-step guide for the facilitator / trainer to organize the logistics of the training.
Iincludes comprehensive training checklist, tips for facilitation, and learning objectives for each module.
This guide is simple to follow and covers every detail for the novice trainer.
- Facilitator Script
A step-by-step script for the facilitator / trainer to deliver the four modules of training to the staff.
- Participant Manual
This step-by-step guide includes exercises, reference material, self-tests, practice exercises, case studies,
action plans, and essential practices card. Each participant will need this manual for the learning process.
- Visuals / Overhead Masters
All modules are supported by visuals included on PowerPoint format disk
Service Essentials for Email Trainer Kit
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S-191 |
Price: US$ 715.00 (retail US$ 895.00) |
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Service Essentials for Email Participant Material
Includes:
- Participant Manual
This step-by-step guide includes exercises, reference material, self-tests, practice exercises, case studies,
action plans, and essential practices card. Each participant will need this manual for the learning process.
- Essential Practices Card
A pocket-sized tool designed for daily use / reminder of the customer service practices that reinforce the
desired behaviors. Each participant manual includes one card.
Service Essentials for Email Participant Material
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S-190 |
Price: US$ 70.00 (retail US$ 89.00) |
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NOTE: For groups larger than 100 participants, special volume discounts and licensing agreements are available.
View Service Essentials for Email e-brochure
OPTIONAL:
These are recommended for use with the the Service Essentials for Email program.
DiSC Classic Profile - available in online and paper format
This multi-level learning instrument helps individuals assess to what degree they utilize each dimension of behavior in a situation.
Customer Service Action Planner - available in online or paper formats
Increase customer satisfaction and service by identifying your customers’ primary needs and their preferred approach to communication and
problem solving. Once you are grounded in DiSC, use these Action Planners to fully utilize what you have learned.
Related Customer Service courseware:
Service Essentials for Telephone - Telephone skills
Service Essentials for Managers
Service Essentials for Everyone - Fundamental skills
Return to Customer Service main page
We accept credit cards on all orders. Volume pricing is available.
If any of these products are not exactly what you want, please place an inquiry.
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Monday, February 06, 2012
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