Mandy PetersonMarch 7, 2007

Customer ServiceTraining

MASFAP Spring Conference

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.” Don’t 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

don’t know each other.

E-Mail Rules Use appropriate opening and closing. Auto-respond when out of the office. Don’t burn your bridges.

Enforcing E-Mail EtiquetteStay 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 don’t think you’ve forgotten them.

It’s okay if you don’t 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 caller’s 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 customer’s 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 caller’s 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?

Mandy PetersonMarch 7, 2007

Customer ServiceTraining

MASFAP Spring Conference