Concise Communications Best Practices
As the service industry becomes more digital, it’s important that your company understands how to translate human-to-human customer service in a digital world. This paper (first of a three-part white paper series) explores how to better service the customer by email.
According to PTDA’s Voice of the End Customer report 83% of end customers are placing orders
via email frequently or very frequently compared to just 58% using the phone with a sales rep
and just 53% over the phone with a customer service rep. With the majority of customers
communicating with customer service representatives through email, it is important to distinguish
urgent requests from less time sensitive matters. With this in mind, employees need to understand
and address the customers’ needs and requirements in the most concise and effective way possible.
This paper will focus specifically on email requests and how customer service representatives can
identify urgency and level of prioritization through the creation of a matrix adapted to your
customer service department. Email templates, sample questions and general guidelines are also
included to aid representatives in the customer service communication process.
Quality Customer Service Workshop: An In-House Employee Development Program
This program emphasizes listening, considering and responding in the style most appropriate for each individual customer. Lead participants through interactive exercises to hone their skills, resulting in productive and effective communications–whether in person, on the phone or through e-mail.
The Quality Customer Service Workshop
Facilitator’s Guide
Suitable for any size company, the Quality Customer Service Workshop: An In-House Employee Development Program is a turn-key training program. The Facilitator’s Guide walks you step-by-step through each activity. The guide outlines the progress through the Participant’s Workbook and sets up the activities throughout. The workshop is structured as three sessions of approximately 3.5 hours each. All times may be modified depending on the level of the discussion each activity generates.
Participants’ Workbook
The 42-page Participant’s Workbook details specifics about each activity while providing loads of room for notes and insights. A valuable takeaway, participants will refer back to their workbook as they continue to refine the skills they learned and practiced during the workshop. With the help of Microsoft Word files on the enclosed CD-ROM, you can customize the program for your organization by including references to your company’s mission statement, communication tools or other resources. When you purchase the Quality Customer Service Workshop, you are purchasing a license to use the materials. This allows you the flexibility to print as many Participant’s Workbooks as you may need for your training program, whenever you need them.
The Workshop includes:
42-Page Participant’s Workbook (3-hole punch binder)
Facilitator’s Guide
CD-ROM with Microsoft Word files for printing additional copies and customizing
PTDA
www.ptda.org