Email Skills for Contact Center Agents

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  • 0:04 Email Communication
  • 0:29 Components of an Email
  • 2:58 Email Etiquette
  • 4:29 Formatting
  • 5:18 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield

Tara has a PhD in Marketing & Management

Learning how to write an effective email can help resolve issues, make communication more clear, and demonstrate professionalism. Use the tips in this lesson to create effective messages from your contact center.

Email Communication

Email is becoming an increasingly popular and utilized method of communicating, especially when customers need to address an issue with a company. They can hop on the company's website and send an email any time, day or night. There's no waiting for their call to be answered. Once the email is sent, the contact center can respond at their earliest convenience, while having time to research issues and get back to customers in a timely manner.

Components of an Email

Composing an email is a skill that must be learned and refined. While sending an email to family or friends is easy, responding to a customer requires more precision and professionalism.

Carbon Copy (CC) is a term that applies to everyone who will be included in the email. For instance, imagine you are replying to a customer and asking them to contact another person in the company. You also need to copy your boss on the email as the customer is very upset and is escalating the issue. You choose to carbon copy your co-worker. His email address will be visible to the customer.

However, you decide to Blind Carbon Copy (BCC) your boss, meaning you include her on the email but her email address is not visible to the customer. Likewise, the customer and your co-worker will not know your boss has been copied because there will be no indication that anyone was blind carbon copied. Using the BCC option is a way to share information without sharing that others are on the email. In this example, your boss is aware of the issue but the customer will not have direct access to email your boss.

Your next field in the email is the subject line. In the subject line you put the main focus of the email. Let's imagine you are emailing a customer to tell her the credit on her bill has been processed. Your subject line may be 'Credit Issued.' The subject line is a general statement of the overall content of the message. It should be short and concise, as the content of the email will further cover the details relating to the purpose of the email. In this instance, the email will explain the credit, when it was issued, and what amount was processed.

The greeting is the way you address the recipient. You may say, 'Dear Mr. Brown.' A typical greeting may include Dear, Hi, or just the person's name.

Once the greeting is stated, you will address the purpose of the email. In the message, you will want to provide enough information to clarify the issue without adding unnecessary details. Returning to our credit example, you will explain that a credit has been processed and when the customer should see the amount reflected on their bill. It is not necessary to explain all of the people involved or what it took on your end to get the credit processed. That information does not help the client and is not required.

When the message is completed, it is customary to invite the customer to respond with any questions, if needed. Then the email is closed with a polite ending, such as 'Sincerely,' 'Thank You,' etc. You will put your name and contact information, if applicable.

Email Etiquette

In a business setting, there are several considerations that are often overlooked in casual communication.

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