Email test 2

Email

Communication

What do you understand from this mail ? ( Sample mail reading)

What do you think ???

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Agenda

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General Etiquette

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Organising different parts of an email

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Sending effective messages

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Form and tone of Messages

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Responding to messages

General Etiquette

Before you write :
Think about the end customer

‘You Attitude’ :
Visualise how the person will respond or
expecting response from you.

Tone : Use a Formal tone
Be concise and ensure brevity.

Final Check : Do a spell check and proofread.

Parts of email

To : Senders email address

CC( Courtesy Copy) :
Rule : Only keep the required stakeholders in CC

BCC: Blind courtesy copy : Avoid It, as it creates distrust in the organization.

Subject Line: Most Important : Follow the protocol

Eg ( To be checked)

Parts of an Email

Email Body :

Salutation:

Dear Mr. Customer,

Avoid Hi, Hello, Closing words like ciao

-Avoid Usage of Multiple colours and font sizes

-Use a Numbered or bulleted format for lists

Parts of an Email- Body

Avoid : Writing words in full Capital letters eg.. ‘ WE HAVE NOT RECEIVED ANY RESPONSE …While writing an email it sounds like shouting.

Use italics to specify a certain point that you may want to highlight

Avoid usage of Emojis

Do not use IM short forms like , gr8, tc, Gm…. Certain abbreviations are permitted as per the professional protocol
- PFA
- PFB
- FYI

The email body should ideally consist of a beginning ( Introduction, reason for
writing and end closing remarks

Part of an email : Signature

General Rule :
1. Closing ‘Best Regards’
2. Name and Designation
3. Orisation Logo , address, co

Contact Number and website

Never Alter the format set by the organisation. Example
Example:

Effective Email Management Protocol at Work

1.

Always Thank the customer for writing to your department

2.

Respond within the designated Turn Around Time (TAT)
> In case if you do not have an answer to customers query, at least send a
acknowledgment mail stating that you have received the mail and the
customer's concern is being addressed.

3.

Prioritise the urgent mails.

Golden Mantra :

Salutation : Dear Customer,
Thank the customer for writing in
Acknowledge the customer's concern
Use effective Empathy statements

Assurance and Ownership : Assure the customer by taking ownership of providing a resolution to the customer

Closing and Signature: Always use a suitable closing along with signature

Follow Up , if required.

Email Tip :

Think:

What to write
When to write

Write and proof read

Send

Time for Activity

SPOT THE ERROR :

To: [e-mail]
CC:[e-mail]
BCC: [e-mail]

To : [e-mail]
CC: [e-mail];
[e-mail]
BCC: Blank