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Business Telephone and Email Etiquette

Employees usually convey their feelings and attitudes during phone conversations or email correspondence with customers. In other words, the things they say and the way and manner they say them or the way they communicate in writing,…

Introduction

Employees usually convey their feelings and attitudes during phone conversations or email correspondence with customers. In other words, the things they say and the way and manner they say them or the way they communicate in writing, create either a positive or negative impression. Typically, impressions are lasting and they either win customers to a business or

Programme objectives

  • damage its reputation. Etiquette therefore teaches us that treating customers with
  • courtesy, kindness and respect is vital if one is to succeed in today’s competitive world.
  • This program will help participants understand the way to use good manners to address customers via the telephone and also teach them to understand best practices of writing email to minimize errors which can have a negative impact on the reader.

What we cover

  1. Understanding Customer service /Customer experience
  2. Understanding Types of customers-Offline /Online Customers
  3. Understanding customer expectations and Customer satisfaction
  4. Creating an exciting customer experience /moments of truth/delivering excellence
  5. Personal skills for creating great customer service delivery-Attitude, Listening, problem solving, emotional intelligence, stress management.
  6. Etiquette and Good Manners
  7. Professionalism in Communication and Business Etiquette
  8. Telephone Etiquette
  9. Telephone Communication- Importance of Body Language, Tone and Voice
  10. Listening Skills
  11. Interpersonal Communication
  12. Assertive Communication
  13. Importance of Empathy
  14. Understanding Email Etiquette
  15. Hallmarks of Effective Business Writing Skills

What participants will gain

  • The importance of customer service and customer satisfaction
  • The importance of creating an exciting customer experience at all times to retain customer loyalty.
  • Knowing the right skills to deliver an exciting customer experience
  • Importance of good attitude, listening, emotional intelligence and stress management.
  • The importance of treating the customer with courtesy, kindness and respect.
  • How to speak with customers in an eloquent manner and exhibit confidence
  • The rules and principles of telephone and email etiquette in the workplace
  • The importance of body Language, tone, and words in creating the right impression,
  • bring effectiveness in telephone communication by closing the gaps.
  • The importance of listening skills, assertive skills and interpersonal skills for effective communication.
  • The concept of netiquette and master effective email structures to achieve clarity and successful communication
  • The rules and principles of English grammar and employ writing strategies that entice their audience
  • How to handle different customers and solve their problems.
  • How to use time management techniques & Microsoft office to ensure better productivity.