Email Customer Service (July 2023)

Email Customer Service (July 2023) Training Course

The Email Customer Service (July 2023) training course is designed to equip employees with the knowledge and skills they need to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts)  better manage complaints and customer enquiries received via email.

Because whilst there are lots of training options for phone-based customer service, employees are often ill-equipped how to communicate via email properly.

So this is very much an ‘architecture’ program designed to empower frontline employees with the skills to craft great emails whether they work in a contact centre, customer service team, reception/office admin etc. What we do is facilitate, step by step, how to create an email that delivers the desired results and how to address the content needs and the tone needs.

As while each email has its own unique properties (determined by the customer), an underlying aspect and structure helps.

The Email Customer Service Course includes 4 modules:

Module 1 – Using an email framework

Using a solid email writing framework makes such a big difference for success & efficiency in email writing.  We use and work through a 9-Step Framework and use this section to introduce each step and practice understanding each step using real emails.

Module 2 – How to interpret customer emails

The email channel requires us to become detectives.  What does the customer really want?  How do they really feel?  Interpreting Tone and Content is a vital first step in figuring out what to say and how to say it.

Using a variety of exercises, we learn to interpret better what customers want – so we can deliver a more relevant and human experience.

Module 3 – Service Skills for Email

Service skills for phone calls?  Yes – we all know about that.  But understanding service skills for email – including the all-important ‘empathy’ – aren’t as widely known.

We cover the important similarities & differences in written vs. verbal formats.

Module 4 – How to address tone and content

Writing a great email – one that’s concise, human and addresses the needs clearly – is an art & science.

With content, we look at the inverted Pyramid writing structure, the elimination of wordy phrases, better word choices and even how to say NO when you need to.

For Tone, we talk about dropping some of the silly phrases that exist out there so that emails sound like they come from a human being and not a machine.

And we cover the fine art of writing positively.

This is one of our most important courses and applies to anyone who writes emails – whether to customers or even just to internal colleagues.

Facilitated live over Zoom by global expert Daniel Ord (delivered over 2 x 4.5-hour sessions), the Email Customer Service (July 2023) training course will teach a structured process that is applicable to all email correspondence regardless of your products, services or industry, making it ideal for employees who have frequent communication with customers via the email channel.

To secure your tickets and learn more about the course, click the link below.