Essential Email Etiquette

"Develop responsive and effective customer communications using email"

Overall Aim:

The aim of the workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers using electronic mail at all times.  Participants will learn the rules of essential etiquette required to communicate with customers in a professional and competent manner in order to portray a professional image and ensure customer satisfaction.  

Who Should Attend:

A practical and interactive half-day programme, the course is designed for staff, who would like to apply appropriate business etiquette with customers daily using electronic mail – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.  


After completing the workshop, each participant will be able to:

  • Manage email as an effective communications tool to ensure customer satisfaction
  • Identify the strengths and limitations for using email to communicate with customers
  • Use various features of email effectively to portray a professional image
  • Build confidence with customers by generating personalised and professional emails
  • Create relevant, correctly formatted emails using the appropriate language, content and style
  • Send emails to the right people, using copy and blind copy functions
  • Show confidentially and discretion when sending attachments or forwarding emails
  • Keep emails easy to follow using relevant subjects, email threads, quotes and trimming
  • Reply to recipients courteously using the right approach, tone and level of urgency
  • Keep customers informed using detailed signatures, notifications and out of office replies
  • Apply proper business etiquette in the use of abbreviations and emoticons
  • Follow company email policies, avoid legal and copyright issues, viruses and spam emails
  • Keep in touch with customers through permission-based e-zines and news updates

Workshop Content:

  • Managing email as an effective communications tool to ensure satisfaction
  • The advantages and disadvantages of email as a communications tool
  • Know your audience, understand their needs, pre-empt questions and meet expectations
  • Keep customers interested using personalised emails without information overload
  • The importance of writing concise emails with essential business English -grammar, punctuation, spell check
  • Send, copy and receive emails with relevant subject headings and acceptable formatting
  • Impact of forwarding emails & sending attachments –copyright, confidentiality & permission
  • Manage relevant and easy to follow replies using threads, quotes and trimming
  • Good protocol for responding to emails, managing flames, anger and quick responses
  • Managing email traffic using the efficient on-line filing system
  • Keep customers informed using signatures, notifications & out of office replies
  • The use of abbreviations, emoticons, textese and slang in business
  • Manage and subscribe to e-zine’s and the significance of data protection
  • Impact of chain letters, viruses and spam emails on business
  • Legal implications for unwarranted email behaviour – libel, offensive and defamatory emails

Training method:

The training will take the form of a half-day workshop, with group discussions, case studies and feedback based on individual/group needs.  Each participant will receive a workshop manual.

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