Description

The aim of the workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers using email, whilst applying first-rate business etiquette.  Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image, write quality emails and ensure customer satisfaction.

Who Should Attend:

A practical and interactive full-day programme, the course is designed for staff, who communicate with both internal and external customers daily using electronic mail – includes general staff in customer service, technical support, administration, reception, sales, accounts amongst others.

Objectives

After completing the workshop, each participant will be able to:

• Manage email as an effective communications tool to ensure customer satisfaction
• Identify the strengths and limitations of using email to communicate with customers
• Learn to reduce the stress of email & recognise time wasting activities
• Manage email interruptions, improve efficiencies and the instinct to respond quickly to emails
• Use various features and develop disciplines for managing email
• Instil confidence with customers by generating personalised and professional emails
• Apply highly developed business English for all non-verbal customer communications
• Write concise, well-structured emails using the right language, content and style
• Apply proper business etiquette with punctuation and grammar
• Be mindful of the use of abbreviations and emoticons
• Send emails to the right people, using copy and blind copy functions appropriately
• Keep emails relevant and easy to follow with related subjects, signatures & notifications
• Reply to customers courteously and professionally with the right tone and level of urgency
• Show confidentially and discretion when sending attachments or forwarding emails
• Follow company email policies, avoid legal and copyright issues, viruses and spam emails

Workshop Content:

• Email in our lives today – when it’s appropriate to email or not
• The advantages and disadvantages of email as a communications tool
• Reduce the stress of emails & get more out of the day
• Tips for handling large volumes of email and staying focused & organised
• Manage emails effectively using key features
• Apply the right behaviour for interacting with customers & when to avoid information overload
• Know your audience, define your objective, apply the right approach & structure to your writing
• Create concise emails with essential business English – grammar, punctuation, spell check
• Sending emails with relevant subject headings and acceptable formatting
• Write clearly and persuasively to attract customers and maintain interest
• The use of abbreviations, emoticons, textese and slang in emails
• Send, copy and blind-copy – the does and don’ts
• Keep customers informed with appropriate signatures, notifications & out of office responses
• Good protocol for responding to emails, managing flames, anger and quick responses
• Impact of forwarding emails & sending attachments –copyright, confidentiality & permission
• Legal implications for unwarranted email behaviour – libel, offensive and defamatory emails

Programme Fee: Members €100/Non members €115

For more information please contact Alan Kelly at akelly@shannonchamber.ie

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Training Cancellation Policy: Training courses which are cancelled over 7 days in advance of scheduled training date shall incur no cancellation fee. Training courses which are cancelled within 7 days of scheduled training date shall incur a cancellation fee equal to 50% of the cost. Registrants who give less than 24 hours notice or fail to attend training will be charged 100% of the full fee.