Keep customers informed. The Elements of Email Style: Communicate Effectively via Electronic Mail. An asterisk (*) along with the authors names are printed on the slides to indicate that the information on the slide was taken from that particular source. This module serves as a foundation for you as a service provider to build on more advanced customer service knowledge, techniques and skills. An email etiquette workshop from the Purdue University Writing Lab. What is email etiquette?• Etiquette governing communication on the Internet• Rules for how to communicate appropriately and respectfully online 3. Write in a friendly tone. C - Customer-oriented . Customer Service Your customer support team’s email etiquette has a profound impact on how customers perceive your brand. As a customer service manager , this article has many donts in the do section . This presentation includes explanations and activities to include audience participation. Previous Page. Guidelines for online communication with your teachers.. 2 Why is Email Etiquette Important? You can change your ad preferences anytime. In written language, … Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Your customer service personnel should be instructed on proper email etiquette when dealing with customers because, today, email is most likely an important part of your business. View Presentation Details. Welcome to the Email Etiquette Workshop. The 123’s of Customer Service. Stay On Topic. Email Etiquette. Inject a personal story, relate to the customer or offer an update to keep customers at ease. I am in the midst of preparing a presentation to a group of graduates. If you continue browsing the site, you agree to the use of cookies on this website. It is not uncommon to experience customer service representatives that respond to emails without answer questions directly or completely. A - Attitude. personalize the customer service experience as ... Professional Etiquette - Title: PowerPoint Presentation Last modified by: acer Created Date: ... free to view . Make your subject line clear, simple, and concise. Use professional salutations. These days more than ever, businesses are competing for customer dollars. Think Zappos or Amazon and the first thing that strikes is top-notch customer support, where email etiquette obviously plays a critical role. This is a simple presentation on the ABC's and 123's of providing basic customer service. Now customize the name of a clipboard to store your clips. Email etiquette refers to the code of conduct that guides behavior when writing or responding to emails. With communication being largely via email, it is imperative that each company establishes specific business email writing protocols. Business Etiquette: Using Your Manners in Customer Service 03 Feb 2012 By: Diane Gottsman I was recently checking out at a large retail store and was taken by surprise at the low level of energy and enthusiasm I encountered by the employee ringing up my hand soap and toilet paper. 1 Using CC for mass emails. Proper email etiquette calls for sending emails from your business email address, rather than a personal email address. Don't introduce a new topic in the middle of an e-mail thread. No. Next Page . Don't use laid-back, colloquial expressions like "Hey you guys," "Yo," or … View and Download PowerPoint Presentations on Ethics And Etiquette Customer Service PPT. Rude and insensitive employees do not add to the bottom line. 5. train your employees how to build rapport. TIPS & TRICKS FOR TELEPHONE ETIQUETTE The telephone is one of the most important and commonly used tools in business. Thanks, Kim Hwang 29th January 2008 From Australia, Melbourne 1. E-mail is a commonly used form of acceptable communication in todays society ; With limited time and large class sizes, it becomes harder to discuss questions or problems with teachers File Type: PowerPoint (pptx); 4:3 Aspect Ratio. Find PowerPoint Presentations and Slides using the power of XPowerPoint.com, find free presentations research about Ethics And Etiquette Customer Service PPT In this age of fast changing technology, email is the preferred and often most efficient form of business communication. 4. cross train your employees. 2. Accept all types of feedback instead of worrying about bad reviews. Solve or identify issue in 3 minutes (or less) That’s why it’s so important to follow the rules of customer service phone etiquette. This email policy should include all the do's and don'ts concerning the use of the company's email system. “Please” and “thank you” are the WD-40 of solid customer service. Bailey, Jr., Edward P. The Plain English Approach to Business Writing. At this program’s conclusion, participants should be able to: Created by Stephanie Williams Hughes with contributions from Angela Laflen. To understand the basics of customer service, Solve or identify issue in 3 minutes (or less). Customer Service Training: Brand And Email Etiquette Overview PPT. The Infographic below offers 10 basic principles of customer service etiquette along with the list of phrases that should be avoided (with their better equivalents) as well as some practical tips on phone, email, Live Chat and social media customer service etiquette. This presentation was designed in response to the growing popularity of email and the subsequent need for information on how to craft appropriate email messages, send resumes and cover letters via email, communicate with colleagues and classmates, and how to participate in electronic mailing lists. Reading, Mass: Addison-Wesley Publishing Company, 1994. Welcome to the Email Etiquette Workshop. The Email Etiquette Training and Communication Skills Training conducted by MMM Training Solutions teaches the established rules for effective business writing and business email etiquette. Pay Attention to Your Online Presence From Email Rules to Social Media Manners. Printouts of emails are rarely taken and soft copies are used because archiving and retrieving emails is easily. The subject line is one of the most This etiquette training program is designed for organizations wishing to give their retail employees an added edge. 6 Principles of Customer Service Etiquette: Smile and demonstrate good manners. Be Mentally Present When Interacting with the People You Serve. © Purdue University Writing Lab 2001, 2002 Contributions from the following sources: Angell, David, and Heslop, Brent. Email is widely used as a form of inexpensive yet highly effective business communication tool. Looks like you’ve clipped this slide to already. apologizing to your customers is not a way of taking responsibility , it is an overused phrase that customers are tired of hearing , take responsibility by actually solving the issue for the customer within your means . Email Communication & Etiquette 2. You may also be interested in the following related documents (sold separately): Terms of Use | Privacy Policy | Co. Reg. Both sides have equal responsibility in ensuring the conversation concludes to their satisfaction. While you’re working in a customer service or as an inside sales team member, your calls must be also relevant in regards to your company’s standards and principles. . In this world of technology, more and more business communication takes place over the phone, Internet, online and via social media. To understand the basics of customer service Contents . We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. 6. know your customers names and use them. When I worked as a video game journalist, there was a public relations rep who became infamous for sending a PR email to a huge list of journalists using CC, which revealed every one of those journalist’s carefully guarded email addresses. The use of all caps sentences is a primal sin in chat. While we have much read about Email Etiquette, the focus of the presentation is Parts of Email and its rules i.e.. addressing, subject, paragraph structure, message content till digital signature. 7. train your employees how to ask open ended questions. Email Etiquette Tips For Professionals - Willis Consulting is a financial services recruiting firm. Clipping is a handy way to collect important slides you want to go back to later. Caudron, Shari. If you continue browsing the site, you agree to the use of cookies on this website. While it’s important to be friendly, it’s even more important to never lose sight of the … Teach employees to smile, leading by example. The end result is usually a complaint from your customer, which is the last thing your business needs. See our Privacy Policy and User Agreement for details. Dear Members, I have prepared a short presentation on Email Etiquette - Parts of Email. Using a personal email address for business purposes can be seen as unprofessional by some, especially if you're discussing confidential matters. Subject line . These principles of behavior can be modified to suit the intended audience and purpose, but are intended to maintain professionalism and demonstrate a mutual show of respect between email correspondents. Presentation Summary : Customer Service Training: Email Etiquette Overview. You should also consider whether more information is necessary, such as your job title and/or contact … Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. In this training PowerPoint, you can quickly educate employees or new hires who are new to their role as a customer service provider. Anyone who uses email (regardless of regularity or purpose) will find this workshop to be useful. 8. Without guidance and training, you can’t expect employees to automatically understand the importance of proper email etiquette; often the most used method of communication with your customer! All caps make you smaller. Create a written email policy. On a business email—which includes anything official, such as communications with a school, college or university, or to a doctor or other health service provider, as well as paid work—you should include your full name. Email Etiquette: Tips For Better Communication, How to Write a Formal Business English Email, No public clipboards found for this slide. Set up a self-service website or an email channel for customer feedback. “Virtual Manners.” Workforce 79.2 (2000): 31-34. Deal with 1 customer at a time. Hope it will be useful. New York: University Press, 1990. westga.edu/studentemployment Your employing department may have a specific manner ... PowerPoint Presentation Author: LaToya Scroggins Created Date: Email Etiquette is not for customer service reps alone. It is also applies to those requesting customer service. Customer service is a 2-way exchange. Just to double back to #4 where I talk about people … Used with sincerity, those three words build rapport, demonstrate respect, and quiet the occasional squeaky wheel. customer service 1. a customer in need is a customer indeed. Email Etiquette Workshop Brought to you by the Purdue University Writing Lab. The don'ts Don't write anything private, confidential or potentially incriminating (make someone feel guilty) in an e-mail. Advertisements. Program Objectives. This presentation was designed in response to the growing popularity of email and the subsequent need for information on how to craft appropriate email messages, send resumes and cover letters via email, communicate with colleagues and classmates, and how to participate in electronic mailing lists. Title: Email Etiquette for Students 1 Email Etiquette for Students. Here are email etiquette’s most flagrant fouls. Why does it matter?Good email communication skills. 53141573B | © 2009-2021 Operational Excellence Consulting. The ABC’s of Customer Service. A good customer support email can pacify the angriest of customers. Hi, can I please have a copy of the email etiquette powepoint emailed to me. Yet many organisations overlook the etiquette framework that should be in place when using this very important business communications tool. Multitudes of businesses, companies, and departments use telephones in their work every day; however, most of us don’t think of the telephone as … Don't use colors to highlight points. It's important to train your team on this. For starters stop toying with pencils, rubber bands, paperclips, etc. 1. Do reply with a courteous “received” or “got it”. If you're changing the subject, create a new message with a different subject line. B - Business knowledge. It is a general presentation. When a problem seems overwhelming, it’s easy to try to dwell on it instead of look for a solution. Email etiquette presentation 1. 2. hire people with good customer skills 3. train your employees on store policies. Tone can be tough to illustrate through writing, and equally tough for the … They have to give the client a list … See our User Agreement and Privacy Policy. Private, confidential or potentially incriminating ( make someone feel guilty ) in an e-mail Internet. That each company establishes specific business email address service manager, this article has many donts in the midst preparing. Do section reading, Mass: Addison-Wesley Publishing company, 1994 directly or completely provider to build on advanced... Regardless of regularity or purpose ) will find this workshop to be.... Widely used as a service provider to build on more advanced customer service group of graduates inject a email. Should be in place when using this very important business communications tool email channel for customer reps! Include all the do 's and 123 's of providing basic customer service Training: Brand and email Etiquette Students. 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