Customer Service Training

MASFAP Spring Conference

Mandy Peterson March 7, 2007

E-Mail Etiquette

E-Mail Etiquette
The purpose of e-mail etiquette:
Professionalism. Efficiency. Security.

E-Mail Rules
Know your internal policies. Keep responses concise. Answer questions asked in the original e-mail. Use proper punctuation, grammar and spelling.

E-Mail Rules
Personalize your e-mail. Avoid unnecessary file attachments. Check for proper layout. Use high-priority option sparingly.

E-Mail Rules
DO NOT USE ALL CAPITAL LETTERS! Read message thoroughly before sending. Know when to reply to all. Dont abbreviate. Delete chain letters immediately.

E-Mail Rules
Protect confidential information. Clearly identify the subject. Avoid unprofessional language. Minimize use of bold font. Use blind copy (BC) when individuals dont know each other.

E-Mail Rules
Use appropriate opening and closing. Auto-respond when out of the office. Dont burn your bridges.

Enforcing E-Mail Etiquette

Stay abreast of internal policy. Attend available training. When in doubt, ask.

E-Mail Privacy
There is no such thing. Be aware of company monitoring systems. Once sent, e-mail cannot be controlled. Protect information from hackers.

Questions?

Telephone Etiquette

Telephone Etiquette
Answer calls within three rings. Greet the caller.
Identify yourself. Identify your school. Ask how you can help.

Telephone Etiquette
Answer with a smile.
Group discussion.

Telephone Etiquette
Placing callers on hold:
Ask if the caller minds being placed on hold. Check back with callers so they dont think youve forgotten them. Its okay if you dont know the answer immediately.
If you need to research, provide an estimate of when you will follow up.

Telephone Etiquette
Transferring calls.
Avoid transfers whenever possible.
Be the callers single point of contact for the information you can give. Use your resources. Ask for help.

Telephone Etiquette
When transfers are unavoidable:
Do not blind transfer the call. Provide a phone number in case the call is disconnected. Communicate the customers issue prior to transfer.
Saves time and frustration.

Telephone Etiquette
When transfers are unavoidable
If voice mail reached, give the caller an option.
Leave a message. Call back later.
Recommend a better time to call back.

Telephone Etiquette
Voice mail greetings.
Keep greeting updated. Provide detailed information.
Alternative contact information.

Positive closing.

Telephone Etiquette
When leaving a message:
Identify yourself. Repeat contact information. Respect privacy. Keep message concise and specific.

Telephone Etiquette
Focus your attention on the caller.
Use the callers name during the conversation.

Build rapport with the caller.

Speak clearly. Always be polite.

Telephone Etiquette
Avoid jargon and acronyms.
Avoid eating, chewing or drinking. Respect others.

Follow the golden rule.

Do unto others as you would have them do unto you.

Questions?

Customer Service Training

MASFAP Spring Conference
Mandy Peterson March 7, 2007