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Essential Email Skills for Customer Service Professionals

Learn best practices for getting your emails to rise above the noise so that they get opened and read.

Email has become the number one most widely used communication tool in the workplace; email even surpassed the cell phone for follow-up required communication. However, while it remains the number one most widely used communication tool, it is also the number one most widely misused, overused, and even abused communication tool because we all have some cringe-inducing customer service email horror stories. In addition, many leaders in customer service today tend to multitask with email. Any emailed correspondence bearing your name or your organization's insignia must be absolutely error-free. Even a careless mistake in an email can damage an organization's reputation and can make an entire work group look bad. Solutions lie in this fast-moving course designed for customer service professionals. Anyone who communicates with internal and external customers will benefit from this advice, covering topics such as recognizing the top seven credibility-robbing mistakes in email and how to avoid them. This information will equip writers with the formula for a professional email subject line and how to write one consistently every time. You will learn the best practices for getting your emails to rise above the noise so that they get opened and read. Everyone who registers will learn from a rapid-fire discussion of email hot topics such as tone and SCREAMING IN ALL CAPS. The course will conclude with one sure-fire proofreading practice to ensure your organization's emails are error-free with no embarrassing typos or mistakes.

28 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

The Only Two Categories of Customer Service Emails You'll Ever Send

  • Identify the Email's Destination Point From the Customer's Perspective
  • Understand What Constitutes an Action-Oriented Email in the Customer Service Arena
  • Understand What Constitutes an Information-Only Email in the Customer Service Arena

The Top Seven Credibility-Robbing Mistakes We Make With Customer Service Emails-and How to Avoid Them

  • Answer Commonly Asked Questions About When-and If-You Should Use Acronyms, Jargon, and Even Emojis
  • Never Forget an Attachment Again!
  • Discover the Four-Step Approach to Composing a Thorough Email

The Importance of a Complete Email Subject Line-and How to Write One Consistently Every Time

  • Never Use a One-Word Subject Line Again
  • Adhere to the "Reason + Subject" Formula for Attractive Email Subject Lines That Get Opened and Read
  • Practice the Subject Line Formula With Two Sample Emails

How to Draft Customer Emails and Responses That Don't Sound Canned

  • Use and Punctuate the Email Salutation Correctly
  • Write With a You-Focus Rather Than the Default I-Focus
  • Highlight the All-Important First Sentence

How to Make Sure Your Customer-Facing Emails Are Absolutely Error-Free With No Embarrassing Typos or Mistakes

  • Learn How to Proofread Emails to Catch Errors of Omission
  • Always Apply One Proofreading Best Practice Before Pressing Send
  • Practice Proofreading a Few Relevant Bloopers
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on September 16, 2022.

Call 1-866-352-9540 for further credit information.

MP3 Download

No credit available.

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Mandi Stanley, CSP

Mandi Stanley, CSP

Mandi Stanley Seminars, LLC

  • •Principal of Mandi Stanley Seminars, LLC and certified speaking professional
  • •With more than 27 years of experience on the seminar circuit, she works with business and governmental leaders who want to boost their professional presence by becoming better speakers and writers; she has traveled throughout North America, entertaining and educating more than 100,000 business professionals; some of her repeat clients include the United States Air Force, Kimberly-Clark’s World Headquarters, Duke Energy, Campbell’s Soup, McDonald’s USA, NASA, and the National Football League
  • •Named a CSP, Certified Speaking Professional, in 2003; fewer than 9 percent of all worldwide speakers hold this designation through the National Speakers Association, and she is the first Mississippian to earn this honor through the NSA
  • •Award-winning business author of The No-Panic Plan for Presenters: An A-to-Z Checklist for Speaking Confidently and Compellingly Anywhere, Anytime; it was named a finalist in the career category at the Independent Book Publishers Awards
  • •Regular columnist for OfficePro magazine
  • •Summa cum laude graduate, Mississippi State University, with concentrations in English, communication, and management
  • •Can be contacted at [email protected]
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 409913
Published 2022
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