eMail Customer Service

Training Motive

You want your emails to make a positive impression on your customers. So avoid verbosity, complexity and corporate fluff.  Write emails that are relevant, clear and concise; emails that are engaging, easy on the eye and quick to write.

Training Sessions

Session 1: eMail Analysis – Discover the 5 Golden Giveaways that tell you all about the customer and their emotional state.
Session 2: Customer Profiles – Learn how to categorise customers into psychological types so you can respond to them in the right way, whether they are friendly or difficult.
Session 3: Brand Values – Discern how the brand values of your company influences written communication.
Session 4: eMail Writing Skills – Adopt tips and approaches to improve the quality of the emails you write.
Session 5: Time Management – Accept why you need to be more time aware and allocate the right amount of time to writing an email.

The sessions are tailored to suit your business needs and culture. They include specially designed exercises and role-plays.

Duration: 1 or 2 days

Designed for…

Customer Service advisors who handle enquiries or complaints via email, especially those who deal with email reactively and with little or no training.

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