When something can be read
without effort or frustration, great effort has gone into its writing. |
- Enriqul Poncela |
The number of email interactions between your customers and your
employees is increasing every day. Are you satisfied that your commitment to customer
service is being clearly expressed in every one of those emails?
Email Correspondence for Customer Service Representatives, provides
individuals with the skills and strategies needed to transfer their service skills to their email
correspondence, ensuring your organization’s commitment to service is communicated. |
PROGRAM GOAL |
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Learn skills and
strategies for composing customer-friendly emails. |
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PROGRAM LEARNING OBJECTIVES
Module One: The Customer-Friendly Email |
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Learn the Five Key Service
Expectations |
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Incorporate the Customer
Connection Model into all of your email correspondence |
Module Two: Managing the Email Interaction |
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Learn email etiquette |
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Integrate customer-friendly words |
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Practice composing emails designed
to: |
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Build rapport |
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Leave the customer with a positive
impression |
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PROGRAM SPECIFICS
Audience: |
All associates with email responsibilities |
Length: |
Four hours |
Format: |
Workshop environment with discussion and skill practice |
Class size: |
Up to 12 participants per session |
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ENHANCING THE CUSTOMER CONNECTION |
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TESTIMONIALS
"Thanks for making the program insightful and fun. My
email correspondence will never be the same again."
CSR, QVC Shopping Network
"The connecting strategy will make a real difference in
how I start off my emails. Thanks!"
CSR, Fraud Division, Wells Fargo |
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