Review a list of the chapters, writing practices, checklists and writing tools
(File Size: 56K)
- Managers—Find out how to use the workbook to improve your staff's writing
- Customer Service Agents—Find out how to use the workbook to improve your job skills
(File Size: 72K)
Preview Chapter 5: Select the Correct Word and Spell it Right
Learn
- Why spelling matters
- How to become a better speller
- How to distinguish between confusing sound-alike and look-alike words
(File Size: 112K)
Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents is a cost-effective, self-paced method of teaching your staff to write customer service e-mail. The workbook is unique. It uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers.
How Can I Use Clear, Correct, Concise E-Mail to Improve My Staff's Writing?
- Train agents who have the product knowledge but lack the writing skills to compose effective customer service e-mails.
- Help agents with weak writing skills improve their grammar and usage.
- Assess writing skills. Use the Pre-Test to assess writing skills and the Competency Exam to certify agents in essential writing skills.
- Use the workbook for self-paced instruction
- Use the workbook as the basis for instructor-led training.
|
|
Click on images above for a larger view |
