This class is designed to make business writing easier and more effective for the busy professional. Are your letters too long? Do you spend too much time writing simple memos? Does the task of answering a complaint letter seem daunting?
This course is a one-day seminar designed to improve customer service skills of personnel who communicate with clients by telephone and e-mail. The telephone component is a half-day seminar and the e-mail component is a half-day seminar. This training can be booked as a one-day offering or as separate half-day offerings.
Customer wants and needs - an experiential exercise
Words and phrases that irritate customers
Telephone voice self evaluation
Developing "can-do speak" Re-phrasing exercise
Dealing with upset, angry, dissatisfied, misinformed, demanding or surly customers
Seven progressive steps to problem resolution
Experiential discovery exercise
How to hear what is not said and confirm what was heard
Departmental greetings, Desk telephone greetings
Experiential exercise of re-stating common telephone responses
How to organize your information so it's "reader-friendly"
How to respond to customers with sensitivity and political correctness
How to avoid committing an e-mail faux pas
How to make the most of an e-mail's three components
How to evaluate your e-mail's content and organization to achieve a professional appearance
What can Spell Check do-and what can't it do
Catherine S. Hibbard is a nationally recognized expert in business and technical writing. She designs and delivers customized training seminars in technical and business writing, writing effective policies and procedures, and proofreading/editing.
Ms. Hibbard's client base, which is diverse and impressive, draws from both corporations and government agencies such as Centers for Disease Control and Prevention (CDC), several NASA centers, and numerous military branches. Her corporate clients include Nestlé Purina, Lowe’s, Verizon, and Campbell Soup. She has been awarded contracts for large training initiatives with the Office of Professional Management (OPM), Health Resources and Services Administration (HRSA), the Federal Aviation Administration (FAA), New York State Insurance Department, and the Federal Bureau of Investigation (FBI).