Program: Digital Customer Service

1. Email Essentials
A Frontline Guide for Writing Effective Emails

A well written and properly structured email provides an effective means of communication between contact center agents and customers. However some agents can find it more difficult to fully understand a customer’s request in an email, or to express themselves in an easy to understand manner. When we lose access to vocal tone and body language, the words we choose can be more easily misinterpreted.

This Email Essentials course focuses on how to avoid common customer complaints about emails, and instead how to present accurate information in an easy to read manner.

Agents will learn:

  • Best practices for email etiquette.
  • How to use punctuation appropriately.
  • How to choose the right word.
  • How to structure an email for ease of reading.

7 modules 62 mins