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The MAGIC® of E-Mail Writing for all Client Contacts

1 jour(s)

Objectifs

INTRODUCTION

Organizations are increasing their use of e-mail for correspondence to customers—yet these e-mails are often overly formal and company-focused, or too casual and confusing.

Do your documents have a positive or negative impact on customer perceptions? Are all your e-mails projecting a consistent level of professionalism and grace?

COURSE OBJECTIVE

Help associates write more clearly and concisely – and to ensure that all e-mails will Make A Great Impression on the Customer™.

Contenu

COURSE CONTENT

Aim:

  • Focus on the audience – internal or external
  • Identify your purpose for writing and outcome
  • Determine when e-mail is appropriate
  • Create subject lines that get results

Dialogue:

  • Create clear, concise and correct e-mails every time
  • Edit extra words to maximize impact
  • Use the Clarity Index to measure readability

Organization:

  • Structure ideas based on purpose of your message
  • Use the MAGIC format when writing to customers and delivering bad news

Techniques:

  • Discover key business e-mail protocols
  • Add visual components to enhance the look of your messages

Check and Polish

  • Learn and apply a best practice quality standard
  • Avoid the most common netiquette mistakes
OUTCOMES
  • Write more clearly and concisely—so you achieve your aim
  • Write faster—so you make better use of time
  • Grab and keep the reader’s attention—so you create a MAGIC impression with every e-mail
Méthodes pédagogiques

The program is tailored to the specific needs of the audience. Prior to any project, we request representative writing samples and prepare tailored rewrites for in-class exercises and group discussion

Public cible

A qui s'adresse la formation?

All Business who must write emails to clients

  • Client Service
  • Sales
  • Relationship Managers
  • Customer Care
  • Call Centers
  • Shareholder Services

 
Prérequis

none

Evaluation

Certificat, diplôme

Certificate of participation will be given to all attendees

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Le contenu de ce descriptif de formation est de la seule responsabilité de son auteur, l'organisme de formation Matrix Consulting.

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Caractéristiques
Niveau Avancé
Organisation Formation inter-entreprise
Langues de prestation
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