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15 Steps to Writing Effective Email

5-1/2" x 8-1/2", softcover, 8 pages, 10 copies per pack, $24.95. Table of Contents Sample Section Order Now

The amount of customer email continues to rise, and at most organizations, responsibility for responding falls to the customer service department.

Are your reps ready for this challenge? Unfortunately many are not.

Most customer service reps have never been trained in the basics of business writing. And even reps with the most polished phone skills can sometimes come across as overly formal, unclear or even careless in their writing.

The good news is that many of the skills and techniques that reps have honed in working with customers over the phone also apply when dealing with customers via email. Reps just need to develop a few key skills for dealing with the written word.

That’s where 15 Steps to Writing Effective Email comes in. It will help your reps transfer their phone skills to email and start them on the path to professional, customer-friendly writing.

To learn more about 15 Steps to Writing Effective Email, you may read the sample section, Slow down and read between the lines. You’ll see how much useful, skillbuilding information is packed into a brief half page of this practical guide.

15 Steps to Writing Effective Email is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message.

Table of Contents

Step 1:	Serve customers well, slow down and read between the lines
Step 2:	Determine whether email is the best way to respond
Step 3:	Organize your text for maximum clarity
Step 4:	Make your message complete to avoid email-tag
Step 5:	Keep it brief
Step 6:	Use a customer-friendly tone
Step 7:	Avoid these common grammatical errors
Step 8:	Carefully consider your word choice — avoid wordiness, acronyms, slang, sports phrases and idioms
Step 9:	Use formatting to make your message easy to read, but keep email limitations in mind
Step 10:	Provide your full contact information
Step 11:	Get your message delivered, tips for avoiding spam filters
Step 12:	Use a strong subject line to capture the recipient’s attention
Step 13:	Use your spell-check, every time
Step 14:	Proofread carefully
Step 15:	Improve efficiency, create templates for frequently asked questions
Checklist:	Watch out for these frequently misused words
Checklist:	10-Steps to proofreading success

Your Guarantee of Satisfaction

15 Steps to Writing Effective Email is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your copies within 30 days for a full refund.

About the Publisher

15 Steps to Writing Effective Email is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

 

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