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. The 123’s of Customer Service. With communication being largely via email, it is imperative that each company establishes specific business email writing protocols. 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. Multitudes of businesses, companies, and departments use telephones in their work every day; however, most of us don’t think of the telephone as … Email Etiquette Workshop Brought to you by the Purdue University Writing Lab. Think Zappos or Amazon and the first thing that strikes is top-notch customer support, where email etiquette obviously plays a critical role. A good customer support email can pacify the angriest of customers. 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 . New York: University Press, 1990. 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. Looks like you’ve clipped this slide to already. It is not uncommon to experience customer service representatives that respond to emails without answer questions directly or completely. Previous Page. 1. Email Communication & Etiquette 2. Do reply with a courteous “received” or “got it”. 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. What is email etiquette?• Etiquette governing communication on the Internet• Rules for how to communicate appropriately and respectfully online 3. That’s why it’s so important to follow the rules of customer service phone etiquette. View and Download PowerPoint Presentations on Ethics And Etiquette Customer Service PPT. In this world of technology, more and more business communication takes place over the phone, Internet, online and via social media. Make your subject line clear, simple, and concise. Teach employees to smile, leading by example. In written language, … Deal with 1 customer at a time. TIPS & TRICKS FOR TELEPHONE ETIQUETTE The telephone is one of the most important and commonly used tools in business. Hope it will be useful. 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. 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 This email policy should include all the do's and don'ts concerning the use of the company's email system. 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. 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! Welcome to the Email Etiquette Workshop. Don't use colors to highlight points. Dear Members, I have prepared a short presentation on Email Etiquette - Parts of Email. westga.edu/studentemployment Your employing department may have a specific manner ... PowerPoint Presentation Author: LaToya Scroggins Created Date: 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. 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. You can change your ad preferences anytime. Just to double back to #4 where I talk about people … 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. Guidelines for online communication with your teachers.. 2 Why is Email Etiquette Important? It is a general presentation. 6. know your customers names and use them. If you're changing the subject, create a new message with a different subject line. This presentation includes explanations and activities to include audience participation. No. 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. 7. train your employees how to ask open ended questions. Use professional salutations. Stay On Topic. If you continue browsing the site, you agree to the use of cookies on this website. They have to give the client a list … Now customize the name of a clipboard to store your clips. Find PowerPoint Presentations and Slides using the power of XPowerPoint.com, find free presentations research about Ethics And Etiquette Customer Service PPT Presentation Summary : Customer Service Training: Email Etiquette Overview. It's important to train your team on this. A - Attitude. Email Etiquette is not for customer service reps alone. 4. cross train your employees. 2. hire people with good customer skills 3. train your employees on store policies. 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. All caps make you smaller. 2. Solve or identify issue in 3 minutes (or less) Set up a self-service website or an email channel for customer feedback. An email etiquette workshop from the Purdue University Writing Lab. 6 Principles of Customer Service Etiquette: Smile and demonstrate good manners. Customer Service Your customer support team’s email etiquette has a profound impact on how customers perceive your brand. Bailey, Jr., Edward P. The Plain English Approach to Business Writing. If you continue browsing the site, you agree to the use of cookies on this website. Here are email etiquette’s most flagrant fouls. Created by Stephanie Williams Hughes with contributions from Angela Laflen. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. These days more than ever, businesses are competing for customer dollars. Email Etiquette. . See our User Agreement and Privacy Policy. It is also applies to those requesting customer service. The Elements of Email Style: Communicate Effectively via Electronic Mail. 8. © Purdue University Writing Lab 2001, 2002 Contributions from the following sources: Angell, David, and Heslop, Brent. Proper email etiquette calls for sending emails from your business email address, rather than a personal email address. Don't use laid-back, colloquial expressions like "Hey you guys," "Yo," or … When a problem seems overwhelming, it’s easy to try to dwell on it instead of look for a solution. Both sides have equal responsibility in ensuring the conversation concludes to their satisfaction. Using a personal email address for business purposes can be seen as unprofessional by some, especially if you're discussing confidential matters. The use of all caps sentences is a primal sin in chat. Pay Attention to Your Online Presence From Email Rules to Social Media Manners. B - Business knowledge. “Virtual Manners.” Workforce 79.2 (2000): 31-34. You may also be interested in the following related documents (sold separately): Terms of Use   |  ​ Privacy Policy   |   Co. Reg. Create a written email policy. We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. Anyone who uses email (regardless of regularity or purpose) will find this workshop to be useful. 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. The subject line is one of the most Inject a personal story, relate to the customer or offer an update to keep customers at ease. Why does it matter?Good email communication skills. Accept all types of feedback instead of worrying about bad reviews. Problem seems overwhelming, it ’ s important to follow the Rules of service!, 2002 contributions from Angela Laflen than a personal email address for business purposes can be seen as by. 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