Writing Emails & Applying Appropriate Etiquette

""Create effective email communications & enhanced etiquette for improved customer relations""

Overall Aim:

The aim of the workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers using email, whilst applying first-rate business etiquette.  Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image, write quality emails and ensure customer satisfaction.  

Who Should Attend:

A practical and interactive full-day programme, the course is designed for staff, who communicate with both internal and external customers daily using electronic mail – includes general staff in customer service, technical support, administration, reception, sales, accounts 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 of using email to communicate with customers
  • Learn to reduce the stress of email & recognise time wasting activities
  • Manage email interruptions, improve efficiencies and the instinct to respond quickly to emails
  • Use various features and develop disciplines for managing email
  • Instil confidence with customers by generating personalised and professional emails
  • Apply highly developed business English for all non-verbal customer communications
  • Write concise, well-structured emails using the right language, content and style
  • Apply proper business etiquette with punctuation and grammar
  • Be mindful of the use of abbreviations and emoticons
  • Send emails to the right people, using copy and blind copy functions appropriately
  • Keep emails relevant and easy to follow with related subjects, signatures & notifications
  • Reply to customers courteously and professionally with the right tone and level of urgency
  • Show confidentially and discretion when sending attachments or forwarding emails
  • Follow company email policies, avoid legal and copyright issues, viruses and spam emails

Workshop Content:

  • Email in our lives today – when it’s appropriate to email or not
  • The advantages and disadvantages of email as a communications tool
  • Reduce the stress of emails & get more out of the day
  • Tips for handling large volumes of email and staying focused & organised
  • Manage emails effectively using key features
  • Apply the right behaviour for interacting with customers & when to avoid information overload
  • Know your audience, define your objective, apply the right approach & structure to your writing
  • Create concise emails with essential business English - grammar, punctuation, spell check
  • Sending emails with relevant subject headings and acceptable formatting
  • Write clearly and persuasively to attract customers and maintain interest
  • The use of abbreviations, emoticons, textese and slang in emails
  • Send, copy and blind-copy – the does and don’ts
  • Keep customers informed with appropriate signatures, notifications & out of office responses
  • Good protocol for responding to emails, managing flames, anger and quick responses
  • Impact of forwarding emails & sending attachments –copyright, confidentiality & permission
  • Legal implications for unwarranted email behaviour – libel, offensive and defamatory emails

Training method:

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

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