Clear,Correct,Concise E-Mail: A Writing Workbook for Customer Service Agents, by Marilynne Rudick, and Leslie O'Flahavan, softcover, 183 pages, $34.95

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Overview

Poorly written e-mails can cost you customers!  Grammar blunders, spelling mistakes, confusing sentences, or an unfriendly tone send your customers the wrong message about your product, your service, and your business.

With e-mail, you don't get a second chance to make a first impression.  Don't let poor writing skills undermine your company's credibility.  Clear, Correct, Concise E-Mail is a cost-effective, self-paced method of teaching your staff to write customer service e-mails that enhance your image and build customer loyalty.  Customer service agents will improve their writing through exercises based on real e-mail exchanges between customers and companies.

Learn How Well-Written E-Mail Helps You Get and Keep Customers

  • How the right tone makes your customers feel valued
  • Why correct spelling, punctuation, and word use are crucial indicators of quality
  • How a clear, simple writing style enables you to connect with customers
  • How to internationalize your writing to attract and welcome customers from around the globe

What's in Clear, Correct, Concise E-Mail?

  • Test for assessing writing skills
  • More than 35 writing exercises
  • Checklists and other writing tools to use on the job
  • Guidance specific to customer service e-mail

Clear, Correct, Concise E-Mail can be used to assess writing skills, train and retain existing employees, qualify applicants, and transition agents from phone-based to e-mail-based service and support.  The workbook includes a Pre-Test that assesses writing skills and more than 35 writing exercises.  Checklists and other writing tools help customer service agents complete writing exercises, then can be used on the job to keep them writing effective e-mails.

Table of Contents

  1. What Makes a Great Customer Service E-Mail?
    • Ten essential traits of responsive customer service e-mail
  2. Pre-Test: Assess Your Writing Skills
    • Take this Pre-Test to find out what you know and what you need to learn
  3. Write Clear, Strong Sentences
    • Write in the active voice
    • Put modifiers in the right place
    • Write full sentences, not fragments or run-ons
    • Choose strong verbs to give your writing power
  4. Write With a Polite, Positive, and Personal Tone
    • Words affect tone
    • Personalizing your e-mail makes customers feel valued
    • Plain, simple language contributes to a polite, positive, and personal tone
  5. Select the Correct Word and Spell It Right
    • Why spelling matters
    • How to become a better speller
    • How to distinguish between confusing sound-alike and look-alike words
  6. Punctuate Correctly
    • Period
    • Comma
    • Apostrophe
    • Semicolon
    • Colon
  7. Write for Global Customers
    • How to identify idioms that confuse global customers
    • How to replace idioms with literal expressions
    • How to write customer service e-mail that is sensitive to cultural differences
    • How to write gender-neutral e-mail
  8. Put It All Together: Apply What You've Learned About Writing Customer Service E-Mail
    • Applying what you've learned in previous chapters
    • Writing and revising complete e-mail messages to customers
  9. Writing Resources
    • Print and online resources to improve your writing
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Last modified January 17, 2012