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Provided by: Last Minute Training Effective Email Writing TrainingBusiness Writing |
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Training
Provided by Last Minute Training
For many, e-mail has become the primary means of communicating informationa replacing the telephone and letter writing. With the time spent on writing e-mails rising rapidly, the threat of confusing and even losing a customer due to poor e-mail writing practices makes customer service that much more critical to your business success.
If you want to become a more effective and efficient e-mail writer a writing e-mail messages that answer questions, solve problems, get to the point and generate action a then this e-mail-writing workshop is for you.
Learn how to structure and write concise, effective e-mail messages that clearly make your point and satisfy your reader or motivate your reader to acta provide feedback or take other appropriate actions. Learn how to ensure you cover or clarify all relevant points when you reply to an e-mail message so your readers are satisfied that you have understood their concerns and have taken appropriate action.
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Effective Email Writing Training
Module One: The Value of a Customer
What is a customer worth?
Why customers leave
Module Two: Handling Customer Interactions
Effective Telephone interactions
Face to Face Interactions (if applicable)
Module Three: Service Cycle Framework
Step 1: Greet
Step 2: Listen
Step 3: Negotiate
Step 4: Resolve
Module Four: Effective Customer Questioning
Types of questions
Question scenarios
Module Five: Difficult Customers
Four personality types
Why deal with difficult customers
Irate clients
Confused clients
Righteously indignant clients
Chatty clients
When you can t say yes
Never Say Never No More
Customer Service Role Play and Critique
Module Six: Dealing with Stress
Kinds of stress
Causes and effects of stress
Techniques to deal with stress
What is a customer worth?
Why customers leave
Module Two: Handling Customer Interactions
Effective Telephone interactions
Face to Face Interactions (if applicable)
Module Three: Service Cycle Framework
Step 1: Greet
Step 2: Listen
Step 3: Negotiate
Step 4: Resolve
Module Four: Effective Customer Questioning
Types of questions
Question scenarios
Module Five: Difficult Customers
Four personality types
Why deal with difficult customers
Irate clients
Confused clients
Righteously indignant clients
Chatty clients
When you can t say yes
Never Say Never No More
Customer Service Role Play and Critique
Module Six: Dealing with Stress
Kinds of stress
Causes and effects of stress
Techniques to deal with stress
About The Training Provider: Last Minute Training
Last Minute Training - Last Minute Training Corp. works similar to last minute discounted travel. We sell training seminars at deep discounts on a last minute basis. If you want to save 30 - 60 off high quality training seminars and have the flexibility to attend with only a few days notice check out our website and see if the training you are looking for is on sale. While your there set up and free account...
