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Webinar
Description
Why so many companies blow it with customer email and how you can do
better
Recent
research has uncovered stunning failures in email customer
service:
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46% of customers
say they are not getting adequate answers to
their questions.
-
Everyday thousands of emails go out to consumers with embarrassing grammar gaffes.
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Unlike a telephone interaction, email is forever. More and more emails are being posted on blogs,
leaving companies exposed and shamed.
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Consumers are not happy
with email response time: The average company takes 2 days (46 hours) to respond to a customer’s
email.
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Customers will send 9 billion emails to
companies this year, yet less
than 10% of companies provide training to help employees
with email communication.
My Before You Hit Send! training
is CLEAR, CONCISE, and geared to give your employees QUICK RESULTS that will empower them to steer clear of the daily
mishaps that make your company look bad and they’ll learn to
craft emails that convey a warm, helpful, friendly tone.
In
Before You Hit Send! I reveal secrets like…
What You Need to
Know Before You Send Your Next Email to a Customer
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7
grammar gaffes that make you look dumb (and rob your
company of credibility)
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Exactly
how to EASILY personalize email templates and WOW your customers
with your custom response
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The 100%
dummy-proof trick that you can use to ensure you answer each of your customer’s
questions completely
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Why
it’s important for your email to do more than just answer
the customer’s questions
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Never
send an email that you wouldn’t want posted, in its
entirety, on a blog!
Creating a Winning
Email Style
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How
to write short, descriptive subject lines and why you should
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How
to structure your email for greatest impact
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Build
instant rapport with your customers by writing with a
casual, contemporary tone
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Why
you need to communicate with short sentences and short
paragraphs in email
Proofread Like a
High School English Teacher
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How to avoid (very) common gaffes and goofs
that rob your company of credibility
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Why
proofreading your email backwards can help you catch
embarrassing errors
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Get
a checklist of key things to re-view before
ever hitting the send button
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Why
knowing your natural visual span can keep you from
overlooking typos and other credibility-robbing errors
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Great
tips for proofing on your computer monitor
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BONUS: Expert editors' tricks for spotting their own mistakes
Making
Sure Bad Things Don’t Happen Over Email
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Kid-glove
techniques for responding to complaints when you can’t say
“yes”
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Avoid
negative words and phrases that can push your customer’s
hot buttons
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How
to know when it’s time to break the email thread and just
pick up the phone
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The
greatest major hurdle to
completely answering every question customers pose in emails:
Once you've reached this special "tipping point,"
your email
response
will suddenly hit a whole new level
Course
Resources:
- Specific
industry example emails from Zappos.com, Southwest Airlines, JCPenney, QVC
and Amazon.com
- A CHEAT SHEET that will set
the record straight once and forever on whether to use “its”
or “it’s”, “your” or “you’re” “there” or
“their”, and a half dozen other common mistakes that make you look bad.
- Printable
slide presentation
- Digital
recording of the webinar
- Unlimited
viewing within your organization with no expiration
- Rights
to download and save webinar video
- Rights
to incorporate webinar within your Learning Management System (LMS)
If
any of your employees interact with customers over email, you
can’t afford to let them miss Before
You Hit Send!
Before
You Hit Send!
Friday,
March 12, 2010 1:00 - 3:00pm ET
$299
for unlimited participation within your organization (includes digital
recording of the webinar)
Register
now!
Save
big on Myra's webinars with an Annual
Membership
For
less than the price of 3 webinars, you can attend all live events and view
recordings for 1 year!
Don't
just take my word for it. See for yourself what others are saying about my
training programs:
Myra
Golden's
seminars are captivating and resourceful in complaint resolution. Her tactics
should be used throughout the world!
Brandy
Warrior, Coca-Cola
It
was outstanding I could relate to
Myra
and her strategies.
Kristi
Collier, McDonald's
Corporation
Myra
's
program was was excellent. One of the best training sessions we have attended
...well presented. The session was very beneficial to our everyday job!
Shirley
Perry, Michelin North
America
Myra
's
workshop provided a process and tools to use when dealing with customer
feedback. Her workshop has provided many "A-ha's" for us to
incorporate into our day-to-day work environment.
Anne
R. Armitage, former manager Customer Relations, Vistakon, a division of
Johnson & Johnson
Myra
delivered a sensational message that will enable me to be a better, stronger
leader.
Rachel
Kennerty, Team
Manager the Coca-Cola Company
Myra
's
program changed my attitude about customer service.
Katawi
Cato, Coca-Cola
North America
My
clients love the fact that after attending my live webinars, they can walk away
with a free recording of the event.
What
that means is, they can get an even greater return on their investment when they
take my web seminar and use it:
*As an integral part of their new-hire training program,
*a reinforcement tool with our live full-day training sessions,
*as a stand-alone solution
*or integrated with their in-house training programs.
How
about you? How will you use your
recording of this webinar?
Before
You Hit Send!
Friday,
March 12, 2010 1:00 - 3:00pm ET
$299
for unlimited participation within your organization (includes digital
recording of the webinar)
Register
now!
Save
big on Myra's webinars with an Annual
Membership
For
less than the price of 3 webinars, you can attend all live events and view
recordings for 1 year!
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