E-mail Success for Customer Service

This half-day seminar focuses on the special needs of people who are responding to customers’ e-mails. Consumer affairs representatives can work wonders on the phone with disappointed or disgruntled customers just by asking the right questions and responding in a natural, warm style. But e-mail presents an extra challenge.

To help us tailor our comments to fit the group, we review 25 of your e-mails before the seminar.

All of the examples and exercises in the course workbook are typical of e-mails in the customer service area. Since the responses must be appropriate for the particular questions or complaints received, we have included the customers’ e-mails as well as effective and ineffective responses.

Licensing is available.

Seminar Highlights

Creating Customer-focused E-mails

• Identifying the customer’s specific concerns.
• Choosing an opening line that impresses your customer.
• Avoiding roundabout story-telling.
• Addressing the most important point first.
• Emphasizing good news when that’s possible.

Editing for Clarity and Tone

•  Distinguishing between essential information and unnecessary words.
• Accenting the positive more than the negative.
• Paying attention to the visual impact of a message on the screen.
• Controlling the tendency to brag about the company.

Checking Credibility

• Recognizing the importance of editing after the writing is complete.
• Considering the customer’s reaction to errors.
• Correcting the most common mistakes in grammar.
• Proofreading carefully to catch typos.

Take-home Materials

Each participant receives:

• an E-mail Success for Customer Service workbook with examples and exercises
• Beyond Word(s)—What Your Grammar Checker Doesn’t Tell You

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