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E Mail Etiquette 4[1]

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Evelyn H
Evelyn H

I got this ppt from my sis-in-law Priya who is a Trainer in Indian BPO... i think it may be useful to some people

Career
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E-mail Etiquette Customer Care and Professionalism while answering E-mails
Why is email etiquette important? ,[object Object],[object Object]
The elements of email etiquette ,[object Object],[object Object],[object Object],[object Object]
General Format: The Basics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
General Format: Lists and Bullets ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
General Format: Tone ,[object Object],[object Object],[object Object]
General idea: Attitude ,[object Object],[object Object],[object Object]
General Tips for Electronic Mailing Lists ,[object Object],[object Object],[object Object],[object Object]
When your message is long ,[object Object],[object Object],[object Object]
Delivering Information ,[object Object],[object Object]
Delivering Bad News ,[object Object],[object Object],[object Object],[object Object]
Delivering Bad News ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Answering a complaint ,[object Object],[object Object],[object Object],[object Object]
Answering a complaint ,[object Object],[object Object],[object Object]
Do not take your reader by surprise or press them to the wall ,[object Object],[object Object],[object Object]
Think twice ,[object Object],[object Object],[object Object]
Responding to a negative ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Handling Non-US Customers Agent: The serial number seems to be non-US. Negative reaction: Oh boy !!!! ????????????? Not another non US Customer ?? < Give ready-made kana solution> Positive reaction: then there are 2 ways here: Case 1: got the solution: IF YOU CAN PROCURE DETAILS, DO IT AND GO THE EXTRA MILE TO SUPPORT YOUR CUSTOMER Case 2: No solution: address the issue first, explain the limitation in a very effective manner so that he understands your justification, then followed by <kana solution>.
[object Object]
Why do we acknowledge ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
When should you acknowledge? ,[object Object],[object Object],[object Object],[object Object]
Customer Care Orientation Tips for an effective response
Tips for an effective response ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for an effective response ,[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for an effective response ,[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for an effective response ,[object Object],[object Object],[object Object],[object Object]
Customization
Importance of Customization ,[object Object],[object Object],[object Object]
Importance of customization ,[object Object],[object Object],[object Object],[object Object]
Importance of saying”No” positively ,[object Object],[object Object]
Importance of saying “No” positively ,[object Object],[object Object]
Let us check ourselves ,[object Object]
Let us check ourselves ,[object Object],[object Object],[object Object]
Meeting Customer’s Expectations ,[object Object],[object Object]
Meeting customer’s expectations ,[object Object]
Meeting Customer’s expectations ,[object Object],[object Object]
Meeting Customer’s Expectations ,[object Object],[object Object],[object Object]
Meeting Customer’s expectations ,[object Object],[object Object],[object Object]
Meeting Customer’s Expectations ,[object Object],[object Object],[object Object]
Meeting Customer’s Expectations ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object]
Comprehension ,[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object],[object Object],[object Object]
Comprehension ,[object Object]
Comprehension ,[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Thanks a Lot!!! Don’t forget: Use” Issue” instead of problem Use” web site” or “URL” instead of link

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E Mail Etiquette 4[1]

  • 1. E-mail Etiquette Customer Care and Professionalism while answering E-mails
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  • 18. Handling Non-US Customers Agent: The serial number seems to be non-US. Negative reaction: Oh boy !!!! ????????????? Not another non US Customer ?? < Give ready-made kana solution> Positive reaction: then there are 2 ways here: Case 1: got the solution: IF YOU CAN PROCURE DETAILS, DO IT AND GO THE EXTRA MILE TO SUPPORT YOUR CUSTOMER Case 2: No solution: address the issue first, explain the limitation in a very effective manner so that he understands your justification, then followed by <kana solution>.
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  • 22. Customer Care Orientation Tips for an effective response
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  • 55. Thanks a Lot!!! Don’t forget: Use” Issue” instead of problem Use” web site” or “URL” instead of link