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15 Steps to Writing Effective Email

Booklet and Leader’s Guide

Each pack includes 10 booklets and one leader’s guide. $42.95. Table of Contents Sample Section Leader’s Guide Sample 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. They 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 staff 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.

Leader’s Guide

To help you get the most from your training materials, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques to keep the message fresh long after the booklets have been distributed. Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more. To learn more about the Leader’s Guide, you may read the sample section, Develop departmental guidelines.

Table of Contents

Introduction	Making a positive impression
Step 1:	Slow down and read between the lines
Step 2:	Determine whether email is the best way to respond
Step 3:	Organize the letter
Step 4:	Make your message clear
Step 5:	Keep it brief
Step 6:	Set the right tone
Step 7:	Use good grammar
Step 8:	Carefully consider your word choice
Step 9:	Use formatting to make your message easier to read
Step 10:	Provide full contact information
Step 11:	Avoid triggering spam filters
Step 12:	Use header options wisely
Step 13:	Use spell-check
Step 14:	Proofread one last time
Step 15:	Create email templates to answer frequent questions
Checklist:	Watch out for these frequently misused words
Checklist:	Email review checklist

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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