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Email Matters The Art of Better Service

Superior Customer Service via Email & Business Writing Skills

Improve Email Communication & Business Writing Skills

Email MattersTraining Series is designed to ensure your team is equipped to provide top-notch customer service via email. This series of 18 scenario-based courses will teach your team a string of best practices that can substantially improve the quality of the service your team delivers via email, chat and other business writing.

More than 70% of customers prefer email to other forms of communication. Empower your customer service team with the tools they need to author warm, engaging emails that keep your customers coming back.

Here’s what your team will learn:

1
Module

Face-to-face Communication Vs. Email

To understand how to use email effectively, your employees first need to understand how it differs with face-to-face communication. In this course, your employees will learn the benefits—and limitations—of email communication.

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2
Module

Subject Line

While it’s easy to gloss over, the subject line is very important—it’s the first thing the recipient sees when they read your email. This course teaches your employees how to write concise, clear and noticeable subject lines.

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3
Module

Address Fields

Address fields (i.e., TO, CC and BCC) are some of the hardest things to get right. This course walks your team through how to use address fields correctly.

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4
Module

Opening and Closing Lines

Opening and closing lines frame your email, and set the tone for the whole message. We’ll teach your employees how to write a warm greeting and closing.

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5
Module

Composing a Message

This course will give your team our proven recipe for writing effective emails. We’ll show them how to achieve the desired tone and communicate the desired message.

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6
Module

Proofreading

Spelling errors and punctuation mistakes undermine the message of any email. This course will give your employees a checklist to run through before hitting ‘SEND.’

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7
Module

Message Length

Brevity is key when it comes to email communication. We’ll teach your employees the golden rule of email writing—less is more—and how to incorporate that idea into their own writing.

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8
Module

Writing with Conviction

Weak wording does not instill confidence in your email’s recipient. We’ll teach your team how to write with conviction.

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9
Module

Jargon and Shortcuts

Many fall into the trap of being too casual in business email writing. Abbreviations and industry “jargon” should be avoided at all costs. We’ll teach your team how to write professionally in emails.

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10
Module

Respond Promptly

This course will touch on what, exactly, should be in your employee’s out-of-office replies, as well as how quickly your employees should respond to client emails.

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11
Module

Confidentiality

Your employees will be given actionable tips to avoid some of the confidentiality pitfalls of email communication.

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12
Module

Handling Irate Customers

We’ll teach your team our proven Telephone Doctor® ASAP technique to handle irate customers, which allows you to satisfy most people most of the time.

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13
Module

Replying to All

‘Reply All’ is an incredibly useful email feature. It can also lead to disaster. This course will teach your employees when—if at all—it’s a good idea to hit ‘Reply All.’

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14
Module

Humor in Email

Humor in emails is risky. This course covers situations when humor is okay, and when it can be offensive or ill-received by the recipient.

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15
Module

Tools for Emphasis

This course will teach your team how to deliver the desired tone via email. It explains the importance of font, size and formatting to the way a message might be interpreted by the recipient.

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16
Module

Authoring Emails When Angry

Emails last forever. This course offers ways to respond to an email when angry, and how to avoid being perceived as bitter or negative.

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17
Module

Internal Customer Service

This course introduces the idea that internal communication should be treated the same as external communication. It teaches your team how to implement our time-tested WACTEO (“We Are Customers To Each Other”) technique into their day-to-day work lives.

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18
Module

Inappropriate Topics

Our final Email Matters™ course teaches your employees which topics are off limits, and how to avoid offending customers or co-workers.

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