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Ch 2: Customer Service Email Strategies

About This Chapter

Emails have become a customer service preference in businesses, making mastery of their creation and dissemination critical. This chapter explores email strategies you can share with employees to improve your company's customer service emails.

Customer Service Email Strategies - Chapter Summary

Employees can explore fun lessons to gain insight into effective customer service email strategies that could benefit your company. The lessons are designed to help them understand the following:

  • How to write effective emails in the workplace
  • The proper structure, format and tone for business emails
  • Shortcuts that can help create more effective customer service emails
  • The do's of writing a customer service email
  • Ways to avoid the most common customer service email mistakes

Tailor the lessons to the needs of your corporate training sessions. Employees can review them in any order you choose and take assessment quizzes afterward to gauge their understanding of customer service email strategies. A more comprehensive chapter exam can test their knowledge of topics covered in all the lessons.

How It Helps

  • Enhances writing skills: The lessons provide a wealth of information about the right ways to develop customer service emails, which can enhance your employees' writing skills to the benefit of your workplace.
  • Streamlines business operations: As templates, automatic response systems and other shortcuts are set up to enhance your customer service emails, you can see an improvement in the efficiency of your customer service operations.
  • Increases customer satisfaction: Implementing or improving your customer service email communication can ensure customers' needs are always met, which can boost their satisfaction and create loyalty that can increase your profits.

Skills Covered

Upon completion of this chapter, employees will have the knowledge to:

  • Describe how to use the proper format, content, language and formality when creating effective business emails
  • List and discuss the considerations one should make when writing business emails, including length, structure and tone
  • Explain the shortcuts available to create more effective customer service emails
  • Identify some do's of writing customer service emails, including using specific subject lines, spelling properly and being concise and punctual
  • Discuss what should be avoided when creating customer service emails, including writing in all capitals, requesting to recall emails and attaching unnecessary files

6 Lessons in Chapter 2: Customer Service Email Strategies
Test your knowledge with a 30-question chapter practice test
Writing Effective Emails in the Workplace: Formality, Content, Language and Format

1. Writing Effective Emails in the Workplace: Formality, Content, Language and Format

Businesses need to train their employees in the art of writing effective emails in the workplace. The key factors of a successful email revolve around having the correct knowledge of email formality, content, language and format.

Business Emails: Structure, Format & Tone

2. Business Emails: Structure, Format & Tone

Solid business emails are essential to effective customer service. This lesson covers the basics of writing business emails, focusing on proper structure, format, and tone.

Shortcuts for Customer Service Emails

3. Shortcuts for Customer Service Emails

This lesson will review how customer service staff can create and respond efficiently to emails. The lesson will discuss developing email scripts, using email response management system software and a variety of other shortcuts.

How to Write a Customer Service Email

4. How to Write a Customer Service Email

When addressing customer service issues, email is a popular method of communication. This lesson will provide tips on how customer service representatives can effectively compose customer service emails.

How to Avoid Common Customer Service Email Mistakes

5. How to Avoid Common Customer Service Email Mistakes

Email has become a common form of communication, but looking professional is still important. This lesson highlights some dos and don'ts when creating business correspondence.

Practical Application: Assessing Communication Skills for Customer Service Emails

6. Practical Application: Assessing Communication Skills for Customer Service Emails

This questionnaire will help you self assess your customer service skills via e-mail. After answering the questionnaire we will analyze the results and look for room for improvement.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Customer Service Email Etiquette course

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