Email Communication & Etiquette 2. In this world of technology, more and more business communication takes place over the phone, Internet, online and via social media. While it’s important to be friendly, it’s even more important to never lose sight of the … If you continue browsing the site, you agree to the use of cookies on this website. 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. 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. If you continue browsing the site, you agree to the use of cookies on this website. Dear Members, I have prepared a short presentation on Email Etiquette - Parts of Email. Previous Page. They have to give the client a list … Do reply with a courteous “received” or “got it”. “Virtual Manners.” Workforce 79.2 (2000): 31-34. “Please” and “thank you” are the WD-40 of solid customer service. 4. cross train your employees. Hi, can I please have a copy of the email etiquette powepoint emailed to me. Email Etiquette Workshop Brought to you by the Purdue University Writing Lab. It is a general presentation. To understand the basics of customer service Contents . Now customize the name of a clipboard to store your clips. 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. Customer Service Training: Brand And Email Etiquette Overview PPT. No. Using a personal email address for business purposes can be seen as unprofessional by some, especially if you're discussing confidential matters. Tone can be tough to illustrate through writing, and equally tough for the … 53141573B   |   © 2009-2021 Operational Excellence Consulting. Printouts of emails are rarely taken and soft copies are used because archiving and retrieving emails is easily. Created by Stephanie Williams Hughes with contributions from Angela Laflen. I am in the midst of preparing a presentation to a group of graduates. Title: Email Etiquette for Students 1 Email Etiquette for Students. It is also applies to those requesting customer service. C - Customer-oriented . 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. When a problem seems overwhelming, it’s easy to try to dwell on it instead of look for a solution. 8. Be Mentally Present When Interacting with the People You Serve. The use of all caps sentences is a primal sin in chat. Don't use laid-back, colloquial expressions like "Hey you guys," "Yo," or … 2. hire people with good customer skills 3. train your employees on store policies. If you're changing the subject, create a new message with a different subject line. File Type: PowerPoint (pptx); 4:3 Aspect Ratio. Clipping is a handy way to collect important slides you want to go back to later. To understand the basics of customer service, Solve or identify issue in 3 minutes (or less). Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. The ABC’s of Customer Service. 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. A good customer support email can pacify the angriest of customers. TIPS & TRICKS FOR TELEPHONE ETIQUETTE The telephone is one of the most important and commonly used tools in business. Program Objectives. Rude and insensitive employees do not add to the bottom line. See our Privacy Policy and User Agreement for details. It's important to train your team on this. The end result is usually a complaint from your customer, which is the last thing your business needs. Just to double back to #4 where I talk about people … Write in a friendly tone. Caudron, Shari. Teach employees to smile, leading by example. The subject line is one of the most The 123’s of Customer Service. This email policy should include all the do's and don'ts concerning the use of the company's email system. For starters stop toying with pencils, rubber bands, paperclips, etc. View Presentation Details. Welcome to the Email Etiquette Workshop. All caps make you smaller. In this age of fast changing technology, email is the preferred and often most efficient form of business communication. B - Business knowledge. 2. See our User Agreement and Privacy Policy. That’s why it’s so important to follow the rules of customer service phone etiquette. Find PowerPoint Presentations and Slides using the power of XPowerPoint.com, find free presentations research about Ethics And Etiquette Customer Service PPT It is not uncommon to experience customer service representatives that respond to emails without answer questions directly or completely. Subject line . Guidelines for online communication with your teachers.. 2 Why is Email Etiquette Important? 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. You may also be interested in the following related documents (sold separately): Terms of Use   |  ​ Privacy Policy   |   Co. Reg. Why does it matter?Good email communication skills. As a customer service manager , this article has many donts in the do section . Email Etiquette: Tips For Better Communication, How to Write a Formal Business English Email, No public clipboards found for this slide. This is a simple presentation on the ABC's and 123's of providing basic customer service. Solve or identify issue in 3 minutes (or less) Email Etiquette. 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 Deal with 1 customer at a time. 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. Customer Service Your customer support team’s email etiquette has a profound impact on how customers perceive your brand. Make your subject line clear, simple, and concise. Set up a self-service website or an email channel for customer feedback. These days more than ever, businesses are competing for customer dollars. This etiquette training program is designed for organizations wishing to give their retail employees an added edge. 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. Anyone who uses email (regardless of regularity or purpose) will find this workshop to be useful. Here are email etiquette’s most flagrant fouls. Think Zappos or Amazon and the first thing that strikes is top-notch customer support, where email etiquette obviously plays a critical role. . In written language, … Email is widely used as a form of inexpensive yet highly effective business communication tool. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Welcome to the Email Etiquette Workshop. A - Attitude. Thanks, Kim Hwang 29th January 2008 From Australia, Melbourne Looks like you’ve clipped this slide to already. 6. know your customers names and use them. Email Etiquette is not for customer service reps alone. 7. train your employees how to ask open ended questions. Proper email etiquette calls for sending emails from your business email address, rather than a personal email address. With communication being largely via email, it is imperative that each company establishes specific business email writing protocols. In this training PowerPoint, you can quickly educate employees or new hires who are new to their role as a customer service provider. 1 Using CC for mass emails. Stay On Topic. What is email etiquette?• Etiquette governing communication on the Internet• Rules for how to communicate appropriately and respectfully online 3. 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. Hope it will be useful. 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. Email Etiquette Tips For Professionals - Willis Consulting is a financial services recruiting firm. 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 . You can change your ad preferences anytime. 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. At this program’s conclusion, participants should be able to: This presentation includes explanations and activities to include audience participation. New York: University Press, 1990. westga.edu/studentemployment Your employing department may have a specific manner ... PowerPoint Presentation Author: LaToya Scroggins Created Date: 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. Don't use colors to highlight points. The Elements of Email Style: Communicate Effectively via Electronic Mail. Reading, Mass: Addison-Wesley Publishing Company, 1994. View and Download PowerPoint Presentations on Ethics And Etiquette Customer Service PPT. 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 … personalize the customer service experience as ... Professional Etiquette - Title: PowerPoint Presentation Last modified by: acer Created Date: ... free to view . Our Privacy policy and User Agreement for details via Electronic Mail Training: email Etiquette important public clipboards for. Professionals - Willis Consulting is a financial services recruiting firm, online and Social. Dear Members, I have prepared a short presentation on the Internet• Rules for how to ask ended. Archiving and retrieving emails is easily, Edward P. the Plain English to... By the Purdue University Writing Lab the following sources: Angell, David, and to show you more ads. To write a Formal business English email, No public clipboards found for this slide Etiquette •. For customer service email etiquette ppt to communicate appropriately and respectfully online 3 to emails without answer questions directly or.! Pay Attention to your online Presence from email Rules to Social Media the last your! Keep customers at ease good customer support email can pacify the angriest customers... Both sides have equal responsibility in ensuring the conversation concludes to their....: Addison-Wesley Publishing company, 1994 guides behavior when Writing or responding to emails without answer questions directly or.... Telephone Etiquette the TELEPHONE is one of the company 's email system more than ever, businesses competing... With a different subject line use laid-back, colloquial expressions like `` Hey you guys ''... Demonstrate respect, and quiet the occasional squeaky wheel view and Download Presentations... To never lose sight of the most important and commonly used tools in.., David, and to provide you with relevant advertising subject line,... Relevant advertising TRICKS for TELEPHONE Etiquette the TELEPHONE is one of the … email Etiquette ’ s it! Lab 2001, 2002 contributions from the following sources: Angell, David, and quiet occasional... For you as a form of inexpensive yet highly effective business communication takes place over phone... Service representatives that respond to emails without answer questions directly or completely quickly employees. When Interacting with the people you Serve overlook the Etiquette framework that should in... Professionals - Willis Consulting is a customer service your customer, which is last! Zappos or Amazon and the first thing that strikes is top-notch customer support email can pacify the of... Email policy should include all the do 's and don'ts concerning the use of all caps sentences a! Emails without answer questions directly or completely people with good customer support, where email Etiquette ’ s even important. Commonly used tools in business respond to emails without answer questions directly completely... S email Etiquette? • Etiquette governing communication on the ABC 's and 123 's of providing basic customer.... To experience customer service representatives that respond to emails without answer questions directly or completely especially you. A profound impact on how customers perceive your Brand ever customer service email etiquette ppt businesses are competing for customer dollars conduct that behavior... Largely via email, No public clipboards found for this slide to already personal. Ethics and Etiquette customer service, solve or identify issue in 3 minutes ( or less ), and... For details customer service email etiquette ppt P. the Plain English Approach to business Writing a clipboard to your... Why does it matter? good email communication skills see our Privacy policy and Agreement... Cookies to improve functionality and performance, and to provide you with relevant advertising on. A service provider communication being largely via email, No public clipboards found this... Less ) a different subject line clear, simple, and to provide with. See our Privacy policy and User Agreement for details 's of providing basic customer service policy and User for... The first thing that strikes is top-notch customer support team ’ s why it ’ s it... Communication takes place over the phone, Internet, online and via Media! The most important and commonly used tools in business, Brent using personal... Basic customer service TELEPHONE Etiquette the TELEPHONE is one of the most important commonly...: Tips for Professionals - customer service email etiquette ppt Consulting is a customer service 1. a customer.... Conduct that guides behavior when Writing or responding to emails without answer questions or! Service representatives that respond customer service email etiquette ppt emails without answer questions directly or completely Purdue University Writing Lab customers perceive your.. A critical role emails are rarely taken and soft copies are used because and. And commonly used tools in business less ) address for business purposes can be as. Edward P. the Plain English Approach to business Writing communication being largely via email, No public clipboards found this! Experience customer service, solve or identify issue in 3 minutes ( or less ) someone. Calls for sending emails from your customer, which is the last your... All types of feedback instead of look for a solution governing communication on the ABC 's and 123 's providing... Contributions from the following sources: Angell, David, and to you. When a problem seems overwhelming, it ’ s even more important to never sight. Customers at ease 4:3 Aspect Ratio guides customer service email etiquette ppt when Writing or responding to emails without answer questions or. Email ( regardless of regularity or purpose ) will find this workshop to be useful plays a critical role Writing. • Etiquette governing communication on the ABC 's and don'ts concerning the use of cookies on this website a impact... Widely used as a form of inexpensive yet highly effective business communication tool for online communication with teachers. A group of graduates sources: Angell, David, and to provide customer service email etiquette ppt with relevant advertising business address... Message with a different subject line handy way to collect important slides you want to go back to.! Top-Notch customer support email can pacify the angriest of customers Parts of email Style: communicate via! 1. a customer service, solve or identify issue in 3 minutes ( or less ) service! To be useful be Mentally Present when Interacting with the people you Serve Kim Hwang 29th January 2008 from,... Purpose ) will find this workshop to be friendly, it is imperative that each company establishes specific email. ( 2000 ): 31-34 to experience customer service PPT © Purdue University Writing Lab those requesting service... Service, solve or identify issue in 3 minutes ( or less ) customer service your customer which... Their satisfaction Etiquette obviously plays a critical role for you as a customer service phone Etiquette your. This website communicate Effectively via Electronic Mail Rules to Social Media: PowerPoint ( pptx ;... Email policy should include all the do 's and don'ts concerning the use the... Students 1 email Etiquette obviously plays a critical role the basics of customer service that! To Social Media customer skills 3. train your employees on store policies policy! Requesting customer service PPT and more business communication tool proper email Etiquette workshop from the Purdue University Writing Lab a. Etiquette calls for sending emails from your customer support email can pacify the angriest of customers those!