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

All Business who must write emails to clients

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

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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™.

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

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

Certificate of participation will be given to all attendees