Overview and objectives

This course is delivered as blended online learning.

Getting to the Heart of E-mail Communication™ teaches your employees all the skills they need to communicate positively and professionally with both internal and external customers. They'll leave the class able to create e-mail messages that are positive, professional, clear, and concise.

Our customer service online learning

Our online customer service courses use an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement and post-training coaching to improve and sustain performance.

• Online knowledge transfer. Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises and action plans to help participants absorb and apply their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a Certified Trainer.
• Post-training coaching and support. Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: Get on with the program – the nuts and bolts of formatting an e-mail message
Introduction
Back to basics: Fundamental elements of the e-mail message
Stick to the subject: Creating a successful subject line
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: The HEART of e-mail communication – putting the HEART model to work
Introduction
An introduction to the HEART model: Five key principles
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: A beginning, a middle, an end – structuring your e-mail message
Introduction
Starting out on the right foot: Creating a successful opening
Make it matter in the middle Crafting the body of your message
Before you say goodbye: Choosing the right closing
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: Connecting with your customer – building a good relationship through e-mail
Introduction
The power of positive language: Making your message positive and pleasant
This is work? Building e-rapport
Between the lines: Creating a professional tone
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 5: The art of back and forth – questioning and showing value
Introduction
Questions and answers: Using strategy in your customer communications
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 6: Putting out fires – managing challenging customers
Introduction
Dealing with difficult ones: Responding to upset customers
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans