Date:

Wednesday, 9th October 2024

 

Duration:

9.30am to 4.30pm, by webinar

 

Who should attend:

A practical and interactive one-day workshop), the course is designed for staff, who communicate with customers who use email daily – includes general staff in sales, client services, customer service, administration, reception, accounts, production etc.

 

Overall aim:

The aim of the workshop is to help staff develop first-rate business etiquette when corresponding with customers using written communications with a strong focus on email.  Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image, clear and concise messages. They will learn when it’s the appropriate time to pick up the phone and avoid misunderstanding, whilst ensuring customer satisfaction

 

 

Objectives:

After completing the workshop, each participant will be able to:

    • Identify the most appropriate means for communicating with customers
    • Create relevant and structured emails using the right content, style and approach
    • Write concise yet professional letters and documents to instil confidence with customers
    • Employ highly developed business English for all non-verbal customer communications
    • Apply proper business etiquette in the use of language, punctuation and grammar
    • Keep emails relevant and easy to follow with related subjects, signatures & notifications
    • Send emails to the right people, using copy, blind copy and reply all functions
    • Reply to customers courteously and professionally with the right tone and level of urgency
    • Follow company protocols and apply superb business etiquette for emails and text messages
    • Show discretion when forwarding emails, copying readers or sending attachments
    • Maintain trust with ongoing professional and personalised business emails

 

Workshop Content:

  • The advantages and disadvantages of email as a communications tool
  • Choose the right tool and apply the appropriate behaviour for writing to customers
  • The importance of first impressions for influencing a customer
  • Define your objective, apply the right approach, style and structure for writing emails
  • Apply essential business English – the correct use of language, grammar, punctuation etc
  • Write clearly and persuasively to instil confidence with customers
  • Keep emails relevant and easy to follow with relevant subjects, threads and more
  • The use of abbreviations, emoticons, textese and slang in business
  • Good protocol for responding to emails, managing flames, anger and quick responses
  • Keep customers informed using signatures, notifications & out of office replies
  • Maintain confidentiality when forwarding or copying emails, or sending attachments
  • Legal implications for unwarranted email behaviour – libel, offensive and defamatory emails

 

Trainer:

Karen Somerville

 

Fee:

Members €70 pp
Non Members €90 pp

 

Booking:

Book online below.

For more information, email Dervla O’Neill at oneilld@ihf.ie  or call 086 083 6626 for more information