Mandy Peterson March 7, 2007

1. Customer ServiceTraining MASFAP Spring Conference Mandy PetersonMarch 7, 2007

2. E-Mail Etiquette

3. E-Mail Etiquette • 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. Telephone Etiquette • 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. Customer ServiceTraining MASFAP Spring Conference Mandy PetersonMarch 7, 2007