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Chapter Thirteen E-Mails

Chapter Thirteen E-Mails. Main & Difficult Points. 1. The good, the bad and ugly of e-mail 2. The weakest link in your e-mails 3. How can you make e-mail work for you? 4. Customer Care and E-mail 5. The Basic Form of E-mail . I. The good, the bad and ugly of e-mail. Why do we hate it? .

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Chapter Thirteen E-Mails

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  1. Chapter ThirteenE-Mails • Main & Difficult Points • 1. The good, the bad and ugly of e-mail • 2. The weakest link in your e-mails • 3. How can you make e-mail work for you? • 4. Customer Care and E-mail • 5. The Basic Form of E-mail

  2. I. The good, the bad and ugly of e-mail Why do we hate it? Why do we love it? It’s informal. Has it become too informal? Thank you for your payment. We are in receipt of your payment. The check was cashed by Tom. Tom cashed the check.

  3. II. The weakest link in your e-mails The compilation of the top 10 weakest links 1.Wrong time and date 2. Vague subject line 3.No greeting and no sign off . 4. Poor formatting 5. Vague message

  4. II. The weakest link in your e-mails 6.Hunting for the response 7. Unfriendly tone 8. CC to the whole world 9. Bad grammar, spelling and punctuation 10. Just pain SLOPPY

  5. III.How can you make e-mail work for you? 1.Turn off the instant messaging system 2. Don’t feel obliged to give a detailed reply 3. If we are suffering from overflowing inbox, how much of it is self-inflicted? 4. If we are suffering from overflowing inbox, how much of it is self-inflicted? 5. Don’t panic —you can always pick up the phone

  6. IV. Customer Care and E-mail • The first impression a customer receives is influenced by three things: • Create Electronic Rapport • Lead the reader into the message • Show emotions

  7. The Basic Form of E-mail This message has high priority 急件标示（方法一） From: 发信人电邮地址 To： 收信人电邮地址 Cc: 抄送 Bcc： 密送 Subject: 标题/ 事由 Dear Mr.Cui: 称呼 正文 Faithfully yours, 客套结束礼词 Jim Benton 签名 Sales Manager 职务 Benton & Co. 写信人单位名称

  8. 外发的邮件 收件人 抄送 事由 密送 正文 添加附件处

  9. 抄送人 接收的邮件 发件人 事由 收件人 日期 附件 正文

  10. Specimen e-mail 1

  11. Language Points This is a poor subject line. From: umrigar@breeaeway.com.in Date: 12:12:06 9:50 The tone is not appropriate. To: info@ lexel.com.hk Cc: richardcage@aurorasuperstar.co.uk Bcc: Subject: Purchase of ceiling and Wall Air Conditioners

  12. Skill Training & Exercises I.Training Situations: Mrs. Simpson (jsimpson@netspark.com) has read aboutWharton Executive Desk in the May 16 issue of Office Magazine . She is quite interested in it. Therefore, she sends an e-mail to the Manager of company, Mr. Martin Baker(martin.baker@sloane-furniture.com), with the following questions: 1. If she paid C.O.D., could the company give her a 10% discount? 2. Could the company deliver the desk on or before May 30?

  13. Training Requirements 1.Suppose you are Mrs. Simpson, write an e-mail. 2.Write a reply to Mrs. Simpson with the following particulars: a.      thank her for asking about your products b.     you can deliver the goods by May 30on condition that her order is placed within the next 10 days. c.     You can grant her request for a 10% discount if she pay C.O.D. d.     Tell her that your offer will be good only until June 10.

  14. From:jsimpson@netspark.com To:martin.baker@sloane-furniture.com Subject:Wharton Executive Desk Dear Mr.Baker: I read about your Wharton Executive Desk in the April 4 issue of Office Magazine and might like to buy one. Before deciding, could you answer these questions: 1.if I paid C.O.D., could you give me a 10% discount? 2.Could you deliver the desk on or before May 30? I look forward to hearing from you. Sincerely yours, J.Simpson

  15. From: martin.baker@sloane-furniture.com To: jsimpson@netspark.com Subject:Wharton Executive Desk Dear Mrs. Simpson : Thank you for asking about our Wharton Executive Desk. This desk is one of the finest products we make: a skillfully crated piece of furniture that we think you’ll be proud to have in your office.To answer your questions, we could deliver the desk by may 30 if your order is placed within the next 10 days. Also, we could accept your request for a 10% discount if you pay C.O.D. however, this offer will be good / valid only until June 30. If need more information, please let us know. Sincerely yours, Martin Baker

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