Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Delivering effective customer service through email is no easy task. First, you have to read between the lines to figure out what the customer is asking. Then, you have to compose a response that is clear and concise, but also expresses empathy and sincerity. And you must do all of this as efficiently as possible.

Join your peers from other contact centers to learn techniques that will keep your email on track and help you connect with customers. You will learn to use MailMaps to guide your email writing so that you can meet customer expectations in a timely way.

During the seminar, you will:

Explore what's important to online customers
Discover how to write emails that are easier to read
Learn how to use a road map for interaction
Explore precise words
Explore positive language
Explore breaking instructions into steps
Explore managing white space

The seminar will use examples of good and bad emails to help you assess your skills and improve your customer interactions. If you handle customer emails, you won’t want to miss this seminar!

Seminar Outline

Online customer expectations
MailMaps that guide interactions

Creating a MailMap
Samples

eNterpretation of emails - analyze customer's tone and content

Interpreting tone and content exercises

Affirming & Empathy

Why affirming is important
Examples of affirming
The empathy equation
How to form empathy statements
Examples of empathy

Content guidelines

Employ inverted-pyramid writing
Select precise words
Use plain language
Check grammar & spelling
Break instructions into steps

Tone guidelines

CAPS = SHOUTING
Use !!!!!!! sparingly
Use formatting purposefully
Manage white space
Keep email length in mind
Positive language
Extinguish flame wars
Apply emoticons sparingly

Using questioning to invite interaction

Who should attend?

Frontline call center agents who are responsible for handling customer interactions via email. This seminar is appropriate for agents who handle customer email as a primary or secondary job responsibility. The material in this seminar is at a basic level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

"Material was right on!!!!!!!"

David Goins, Customer Service Manager, Best Software

"Good seminar. I found a lot of information and knowledge we could immediately apply."

Laura Mendoza, Customer Support Manager, TransCore

"Wanda was very engaging and knew her material well. I was impressed at how smoothly the presentation went. Wanda knew how to use the technology and seemed very comfortable with it."

Cynthia Harrison, VP of Telephone Member Service, Police and Fire FCU