Professional Certificate in Email for Customer Service
-- ViewingNowThe Professional Certificate in Email for Customer Service is a vital course designed to equip learners with the essential skills needed to excel in customer service through email communication. This program focuses on the importance of email etiquette, response time, and effective problem-solving techniques, which are crucial in today's digital age.
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โข Introduction to Email for Customer Service: Understanding the importance of email as a customer service channel, best practices for email communication, and setting expectations.
โข Setting Up Your Email System: Configuring email clients, creating professional email signatures, and managing email settings.
โข Crafting Effective Customer Service Emails: Writing clear, concise, and polite emails, using appropriate tone and language, and handling customer complaints effectively.
โข Managing Email Workflow: Organizing and prioritizing emails, setting up email filters, and managing email overload.
โข Handling Sensitive Customer Information: Protecting customer data and complying with data privacy regulations.
โข Using Templates and Canned Responses: Creating and using email templates, canned responses, and macros to improve efficiency and consistency.
โข Measuring Email Customer Service Performance: Tracking and analyzing email metrics, setting up service level agreements (SLAs), and identifying areas for improvement.
โข Escalation and Collaboration: Working with other teams and departments to resolve customer issues, and understanding when and how to escalate issues.
โข Email Etiquette and Professionalism: Maintaining a professional demeanor in all email interactions, avoiding common email mistakes, and using appropriate greetings and sign-offs.
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