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Essential Email Skills for Customer Service Professionals

OnDemand Webinar (56 minutes)

Learn effective email tips and tricks to deliver better service and support to your customers. According to a study done by The Radicati Group, there were 2.6 billion worldwide email users in 2015. That translates to more than 205 billion emails sent and received per day. Needless to say, email remains a primary mode of communication across the globe. The inherent risks of email use, such as misunderstandings, misdirected deliveries and lost translations, cannot be understated. Email also remains as a critical component in a company's communications strategy. Where does the rubber meet the road? Customer service professionals are walking brand ambassadors. They hold the power to lift your customers up and delight them. They also hold the power to deflate them and send them running. With email playing a critical role in that service professional/customer relationship, essential email skills are an absolute requirement to ensure your brand is being properly represented in written form. This topic offers a look inside the inbox and helps you dissect an effective email communication. The material also provides five (5) habits that, when applied consistently and correctly, will make you a much better communicator in writing. You will be exposed to real life examples of emails across a variety of scenarios that will increase your awareness of the 'do's' and 'don'ts' of email communication.


Stacy Lowman


Five (5) Habits of Super Duper Emailers

  • Beware of the to, CC and the BCC Lines
  • Personalize to Authentically Connect With the Recipient
  • Give Every Email a Purpose
  • Respect Cultural Differences
  • Common Courtesy Applies to Email Too

Anatomy of an Effective Email: 5 Components

  • The Subject
  • The Opening
  • The Body
  • The Ending
  • The Signature

Extreme Make-Over: Email Edition

  • A Cursory Look at Technology Designed to Help You Write Better Emails
  • Dissect "Before and After" Emails to Learn From the Mistakes Others Have Made
  • When to Use (and Not to Use) Email for Communication

Additional Formats

Audio & Reference ManualMore Info
MP3 DownloadMore Info