Essentials of Email Communication

Overview

This is a half day workshop that is designed to support the face to face customer service training delivered through the Managing Difficult and Demanding Customer Situations for Frontline Staff.

With email becoming the preferred method of communication this half day workshop will focus on how to balance the appropriate method with speed of response, whilst maintaining a professional approach.

Learning Outcomes

As a result of the event, delegates should be able to:

• Identify the best method of response - should it be email or phone?
• Identify the objective and write to meet it - is it clear
• Plan the content - keep it short and simple
• Hit the right tone - essentials of sentence, punctuation, layout

Trainer

This course will be led by Sara Cooke who has considerable experience in customer service training and is currently supporting the Managing Difficult and Demanding Customer Situation for Frontline Staff workshops.

Dates

The dates below are pilot courses. If you wish to take part in a pilot course, please complete the online booking form.

• Wednesday 2nd May 2012, 09:30 - 13:00
• Wednesday 2nd May 2012, 13:30 - 17:00