ONE-DAY WORKSHOP

For 6 to 20 participants at your place of business

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WORKSHOP DESCRIPTION

Dear John: Your email is important to us …Really? Maybe it is; maybe it isn’t. But you wouldn’t know it based on this opening line. This interactive workshop focuses on emails and how to use them as a tool to strengthen relationships with residents, vendors, and colleagues.

The session explores both the psychology behind customer service writing and a writing style that ensures clear understanding of our message. It will also address the importance of understanding our readers – our customers – and the feelings the organization wants customers to have about it.

WHO SHOULD ATTEND:

  • Any office professional who communicates with clients in writing either internally or externally

YOU WILL LEARN TO:

  • Define the image the organization wants to project of itself
  • Identify the words that fit the voice of the organization
  • Write customer-centric emails
  • Express empathy for a problem or concern
  • Deal with angry customers
  • Drop clichés that don’t help your message or your image
  • Follow the rules of good email etiquette

COURSE OUTLINE

Introduction

  • Defining customer service
  • Identifying our customers
  • Ascertaining the organization’s brand

Understanding Today’s Readers

  • What readers want
  • Customer-centric emails

Formatting Emails

  • Set up
  • Subject lines
  • Legal concerns

Increasing Readability

  • Formal Vs. Informal Vs Casual
  • Sentence length
  • Visual appeal
  • Connecting words
  • Clichés to avoid

Choosing the Right Words

  • Verbs Over Nouns
  • Words That Bless/Words That Burn
  • Words That Show Empathy

Writing to an Angry or Potentially Angry Customer

  • 5-Step (HEARD) Process
  • Where to place negative news

Organizing Resources

  • Reviewing the pros and cons of templates
  • Building a language library

Summary

METHODS TO BE USED:

This is an interactive session with discussions and individual and group exercises. The client will be asked to work with us in designing case studies for the exercises.