Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This workshop is designed to give call center agents the skills to effectively communicate in writing to respond to client e-mail and e-chat (chat-text) messages.

What will you learn?

Learn the importance of making a good impression with your e-mail, and how to format it for business-to-business communications. Apply the S.C.O.R.E. process to the techniques learned so that e-mail chat messages exceed customers’ needs and expectations. Look at some basic steps for posting on the Internet to utilize the full potential of the communications media.

Key Learning Points

Use effective grammar, punctuation and sentence structure
Clarify the customer message – identify stated and unstated needs
Determine the best approach and appropriate “netiquette”
Organize the message for impact
Write concise messages and present information efficiently
Effective e-chat – establish rapport, problem solve and provide effective solutions
Ensure use of world-class customer care skills when responding to e-chat, e-mail

Modules

Introduction to E-Mail

Learn the “Why’s” for Using E-Mail
Identify the Differences Between Then and Now
Identify Customer Expectations

Basics of Writing E-Mail

Develop Clear Concise Messages
Examine Word Usage
Identify Best Grammar Techniques
Learn E-Mail Vocabulary

Plan and Compose Effective Messages

Use Techniques Learned to Develop Quality E-Mail
Messages
Practice Real-Time Examples
Receive Individual Feedback and Coaching

E-Chat - A Communications Process Using S.C.O.R.E.

S=Sensitive to Needs
C=Care in Composing
O=Organize Content
R=Respond Effectively
E=Edit and Evaluate

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Students demonstrate competency by responding to e-mail/e-chat messages, receive individual feedback and coaching by Call Center Learning Solutions Master Trainer.