Customer Service
Meets E-Mail
Delivering Customer Service
Through the E-Mails You Send
 

In today's business world, E-MAIL is a common and accepted mode of communication. It has advantages and disadvantages, strengths and weaknesses. Are you and your workgroup, department or company using E-mail effectively?

As with any form of communication, there are mores, standards and conventions to adhere to. As a new form of communication, you must be aware of how best to use E-mail, ways it can help you and also ways it can harm you.

Learning Objectives

		Develop Your Checklist for When You Should (and Shouldn't) Use E-Mail
		Effective Use of The Subject Line
		Designing Appropriate Signature files
		Use of White Space, Numbered Lists and Tables of Contents to Improve Readability
		Understanding Netiquette, Emoticons and E-Mail Lingo
		When to Use CC, BCC, Redirect vs. Forward
		Using Templates for Types of E-Mails
		Including a Service Orientation in your E-Mails
		E-Mail Horror Stories to Learn From
		Using E-Mail Distribution Lists
		Harnessing E-Mail to Facilitate Meetings, Teleconferences, etc.

How The Presentation is Delivered
This presentation includes the use of actual E-mails to demonstrate effective and ineffective techniques. You are encouraged to submit sample e-mails for use in the presentation. Identities will be suppressed to protect individuals. Attendees are encouraged to write, edit, and rewrite existing e-mails to improve intelligibility, include a service orientation, and shorten lengthy files.

About Your Presenter
Customer Service trainer Craig Harrison has spent the last 18 years helping Silicon Valley professionals communicate more effectively, in print, in person and via the internet. His clients include Hewlett Packard, Lucent, Selectica and Bank of America. Craig was the 2004-05 president of the National Speakers Association — Northern California chapter, and a past president of the International Customer Service Association for the SF Bay Area and Silicon Valley. His customer service and communication articles and columns have appeared in the San Francisco Chronicle, Customer Service Newsletter, Transaction World, Support World, The Customer Communicator, and The Toastmaster.

Download a PDF file describing this presentation of Craig's

Read/download an article of Craig's on this topic (PDF)