The lessons help viewers evaluate their own email communications, ensuring that the recipients won't misinterpret them in any way.
Description
Phone, email, or text? Learn what communication method to use when. Our Facilitator starts with email, explaining everything from setting up signatures to striking the right tone.
She also explains how to best use autoresponders, acknowledge receipt of an email, and follow up on unanswered email. The lessons help viewers evaluate their own email communications, ensuring that the recipients won't misinterpret them in any way.
Next up is text etiquette, including what and what not to say in a text message. The facilitator then looks at common business communications like letters, requests for payment, and thank-yous, and how to make action items communicate the right level of urgency.
Finally, the course covers phone etiquette, including proper greetings, voicemails, out-of-office messages, and essential phone behavior.
Course Objectives
By attending this ICL training course, delegates will be able to:
Develop a heightened awareness of the potential perils of digital communication
Master effective email structures to achieve clarity and successful communication
Learn to write for the reader, starting with effective subject lines
Make the most of 'email estate'
Carefully consider the email recipients
Learn to work within principles or 'rules of thumb' to ensure professional, clear & effective emails
Perfect grammar because it matters
Format messages for readability
Learn to write professionally and brand Broadcast emails
Learn to avoid senders regret by proof reading
Understand the concept of 'netiquette'
Master the inbox using some core principles and email functions
Leaving voicemail
Understanding what to say over the phone
Who is this Training Course for?
Customer Care Managers
Call Centre Managers and Staff
Customer Service Employees
Receptionists
Any Employee Who Interacts With Clients
We are a passionate group of people who assist organizations achieve their aspirations by working with them to train their people for success. Our staff is equipped with years’ of experience designing and delivering training courses and tailor made programmes.
ICL’s public courses, in-house and customized training options make it easy to bring about real change, with real results. Institute of Corporate Learning (ICL) can help with all your training needs no matter where in Africa you are based.
As Customer Care forms the biggest part of not only our life but also our service and the impact it may have on our guests, we look at topics such as effective customer care, customer information and accurate information, customer’s needs, the maintaining of information displays
The broad aim of this course is to introduce participants to key knowledge, attitudes and skills pertaining to Service Excellence and Quality in the work environment.
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