e-mail workshop

As e-mail envolves into a ubiquitous inexpensive channel for customer service, sales and marketing it is imperative that businesses managers, team leader and agents have the correct skills to make this contact media effective. Timely responses are a baseline for doing business, but quality of service distinguishes one business from its competitors, elevating products or services into highly individualized offerings. Make your e-mail your customer satisfaction weapon and increase the skills of your staff. This highly interactive workshop will provide your staff with the skills and knowledge to:

In this workshop you will learn how to:

• Design a quality measurement process that measures the quality e-mail handling between agents and customers.
• Decide on an e-mail company policy
• Learn e-mail etiquette guidelines
• Size your e-mail mailbox
• Decide on e-mail quality and productivity measures
• Decide on e-mail productivity metrics
• Decide/calculate e-mail response time (service level)
• Design a quality e-mail document.
• Develop a productivity and quality matrix.
• Design a calibration process to ensure consistency in quality results.