Connecting with Customers Through Email

Delivery Method	Date/Time	Price
Client Site Training Bring this course to your facility.		Varies	Contact ICMI

Frameworks, techniques and guidelines that turn frontline phone agents into stellar e-agents who can provide outstanding customer contacts through the written word.

As more organizations push customer contact to online channels, agents must learn the art of customer contact through the written word. Through ICMI’s Connecting with Customers Through Email course, agents learn the most strategic ways to present email correspondence, so customers have consistent and positive experiences with the organization.

Using an email framework, agents will learn to follow a strategically constructed method for replying to customer email contacts. Agents will discover that by employing the framework, they will have more quality and control, which leads to greater efficiency and customer satisfaction.

Next, agents will discover how to interpret an incoming email before deciding on the response action. Analyzing the customer’s emotion, time references, punctuation and language gives agents a more personal look into the customer’s state of mind and needs so they can provide an empathetic and affirming answer. Agents will use the email interpretation to determine which type of response is best for each customer.

To make email responses easy to read and understandable, agents will gain insight into email content guidelines. They’ll learn how to construct the content of emails using the inverted pyramid style that places the most important information first. They'll also learn that the tone of their email is important in conveying the personality of the organization. This module concludes with six rules for cyber-correspondence and “netiquette” that every e-agent should know.

Finally, agents will spend time polishing their written grammar skills and reviewing the most common grammatical errors and how to avoid them.

• How to use a strategically constructed email framework for maximum efficiency and quality contact handling.
• How to interpret customer emails to recognize tone and needs in order to craft the best response.
• When to use template emails and when free-form emails are appropriate.
• Honing written service skills to convey empathy for a one-on-one connection with the customer.
• Using proper tone and content so online responses are easier to read and understand.
• Polishing written grammar skills with a review of the most common grammar pitfalls.

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