1. Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference

2. E-Mail Etiquette

3.  The purpose of e-mail etiquette:  Professionalism.  Efficiency.  Security.

4. E-Mail Rules  Know your internal policies.  Keep responses concise.  Answer questions asked in the original e-mail.  Use proper punctuation, grammar and spelling.

5. E-Mail Rules  Personalize your e-mail.  Avoid unnecessary file attachments.  Check for proper layout.  Use high-priority option sparingly.

6. E-Mail Rules  DO NOT USE ALL CAPITAL LETTERS!  Read message thoroughly before sending.  Know when to “reply to all.”  Don’t abbreviate.  Delete chain letters immediately.

7. E-Mail Rules  Protect confidential information.  Clearly identify the subject.  Avoid unprofessional language.  Minimize use of bold font.  Use blind copy (BC) when individuals don’t know each other.

8. E-Mail Rules  Use appropriate opening and closing.  Auto-respond when out of the office.  Don’t burn your bridges.

9. Enforcing E-Mail Etiquette  Stay abreast of internal policy.  Attend available training.  When in doubt, ask.

10. E-Mail Privacy  There is no such thing.  Be aware of company monitoring systems.  Once sent, e-mail cannot be controlled.  Protect information from hackers.

11. Questions?

12. Telephone Etiquette

13.  Answer calls within three rings.  Greet the caller.  Identify yourself.  Identify your school.  Ask how you can help.

14. Telephone Etiquette  Answer with a smile.  Group discussion.

15. Telephone Etiquette  Placing callers on “hold”:  Ask if the caller minds being placed on hold.  Check back with callers so they don’t think you’ve forgotten them.  It’s okay if you don’t know the answer immediately.  If you need to research, provide an estimate of when you will follow up.

16. Telephone Etiquette  Transferring calls.  Avoid transfers whenever possible.  Be the caller’s single point of contact for the information you can give.  Use your resources.  Ask for help.

17. Telephone Etiquette  When transfers are unavoidable:  Do not “blind” transfer the call.  Provide a phone number in case the call is disconnected.  Communicate the customer’s issue prior to transfer.  Saves time and frustration.

18. Telephone Etiquette  When transfers are unavoidable…  If voice mail reached, give the caller an option.  Leave a message.  Call back later.  Recommend a better time to call back.

19. Telephone Etiquette  Voice mail greetings.  Keep greeting updated.  Provide detailed information.  Alternative contact information.  Positive closing.

20. Telephone Etiquette  When leaving a message:  Identify yourself.  Repeat contact information.  Respect privacy.  Keep message concise and specific.

21. Telephone Etiquette  Focus your attention on the caller.  Use the caller’s name during the conversation.  Build rapport with the caller.  Speak clearly.  Always be polite.

22. Telephone Etiquette  Avoid jargon and acronyms.  Avoid eating, chewing or drinking.  Respect others.  Follow the “golden rule.”  Do unto others as you would have them do unto you.

23. Questions?

24. Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference