email etiquette.pdf

8/17/2019 Email etiquette.pdf

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EMAIL ETIQUETTE


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Email writing prerequisites

OPENING

CLOSING

SUBJECT

EMAIL CONTENT

INFORMATION DELIVERY

SOUNDING SINCERE

PROBING

HANDLING IRATE CUSTOMERS


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Email communication


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DOS

ACKNOWLEDGE WITHIN 24 HOURS

WRITE SUBJECT

HAVE OPENING AND CLOSING

USE STANDARD AND ONE FONT

USE PARAGRAPHS

BE PROFESSIONAL AT ALL TIMES

WRITE IN ACTIVE VOICE

SPELL NAMES CORRECTLY

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Basic email etiquette

DON’TS

AVOID TOO MANY ITALICS AND

UNDERLINES

AVOID ABBREVIATIONS

AVOID INDENTATION

AVOID JARGON AND SLANGS

AVOID WRITING IN PASSIVE VOICE

AVOID USING RED COLOR

AVOID OVER PUNCTUATING


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Greeting

VERBAL HANDSHAKE

SETS THE TONE FOR THE ENTIRE EMAIL

CREATES POSITIVE OPINION FOR THE CUSTOMER


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Closing

VERBAL GOODBYE

ENSURES EMAIL IS COMPLETE

LASTING IMPRESSION OF THE COMPANY

THANK THE CUSTOMER


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Greeting & Closing

USE POLITE, RESPECTFUL AND STANDARD GREETING AND CLOSING

USE APPROPRIATE AND STANDARD SIGNATURE

DO NOT INCLUDE PICTURES, QUOTES OR ANIMATIONS IN THE CLOSING


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Subject line

DON’T FORGET THE SUBJECT LINE

USE EFFECTIVE AND SHORT SUBJECT LINE

KEEP SAME SUBJECT LINE IN TRAIL EMAILS TO ENSURE CONTINUITY

REMOVE EXTRA EMAIL PREFIXES E.G. RE: RE: RE: [FWD: FWD:]


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Email content

KEEP EMAIL CONCISE AND TO THE POINT

USE CORRECT SALUTATION (MR. /MS. AND CUSTOMER’S LAST NAME)

USE SIMPLE SENTENCES WITHOUT ANY SLANGS OR JARGONS

THINK ABOUT THE PERSON READING THE EMAIL AND WRITE ACCORDINGLY

DOUBLE CHECK ANY RATES, DATES, TIME OR ANY SPECIFIC DETAILS

PAY ATTENTION TO THE CHOICE OF WORDS

USE PARAGRAPHS

AVOID SPELLING, GRAMMATICAL AND PUNCTUATION ERRORS

AVOID WRITING IN ALL CAPITALS AND IN RED FONT AS THAT MEANS SHOUTING


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SAMPLE EMAIL


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Probing

TO GET MORE INFORMATION FROM THE CUSTOMER

TO HELP UNDERSTAND CUSTOMER’S REQUIREMENT BETTER

TO ARRIVE AT A QUICKER RESOLUTION

ASK WHO, WHAT, WHEN, WHERE, WHY AND HOW QUESTIONS

WHERE APPROPRIATE


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Information delivery

HAVE THOROUGH PRODUCT KNOWLEDGE

PROVIDE CORRECT AND COMPLETE INFORMATION TO THE CUSTOMER

BE PROACTIVE AND PROVIDE INFORMATION TO AVOID FURTHER EMAILS

BE CLEAR AND CONCISE WHILE PROVIDING INFORMATION

SUMMARIZE INFORMATION WHERE REQUIRED


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Sounding sincere

UNDERSTAND THE MINDSET OF THE CUSTOMER

USE EMPATHETIC WORDS OR PHRASES E.G. I UNDERSTAND, I AM SORRY, ETC.

IDENTIFY THE CUSTOMER’S CONCERN

MATCH THE CUSTOMER’S ANXIETY WITH APPROPRIATE CONCERN

NEVER TAKE THE CUSTOMER FOR GRANTED

ACKNOWLEDGE THE CUSTOMER


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Handling irate customers

READ THE EMAIL PROPERLY

COLLECT MENTAL INFORMATION

RESPOND TO THE CUSTOMER AND DO NOT REACT

EMPHASIZE THAT YOU WILL DO ALL IN YOUR CONTROL TO RESOLVE THE

ISSUE – AND DO IT

PROVIDE ALTERNATE SOLUTION IF AVAILABLE

USE EMPATHY, APOLOGIES AND POSITIVE WORDS


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SAMPLE EMAILS


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SAMPLE EMAIL - PRE

Subject: Hi

To Hank,

What’s up? The weather is so nice. I hope your business will

prosper.

You said I should work on a new project. I can’t do that. I have

too much work to do.

Anyway, how is your wife doing?

Reply to me soon – Bruce Matters


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SAMPLE EMAIL - POST

Subject: New project

Dear Hank,

Thank you for considering me for the new project.

Unfortunately, my current workload is too high for me to startanother project.

Again, thank you for your consideration and I hope I will be

able to work with you on another occasion.

Best regards,

Bruce Matters


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SAMPLE EMAIL - PRE

Everyone!

You remember next week’s meeting. Everyone must be at the

meeting. If you cannot go, let me know.

It will be on Monday, November 16th. Time is 1. Place is the

conference room.

You have to come!

Jong Hee


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SAMPLE EMAIL - POST

Dear all,

The next Marketing Meeting will be held in the Conference

Room at 1300 hours on Monday, 16th November, 2014.

Follow-up items from our last meeting are:

- New Brochure (Kevin Park)

- Annual Dinner with Customers (Mandy Kim)

If you wish to add any further items to the agenda, please let

me know before 8th November, 2014.

Yours sincerely,

Jong Hee


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SAMPLE EMAIL - PRE

Subject: Vacation

Hi,

I am going on a vacation. But you can still contact Young Hee

Kim.

If you want, you can send me e-mails. I will check them when

I get back.

Cheers,

Henry


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SAMPLE EMAIL - POST

Subject: Out of the office: July 6 - 12

Hi Sam,

I hope everything is well with you. I’m writing to let you know

that I’ll be out of town on a vacation from July 6 through 12.

Young Hee Kim will sit in for me while I’m away. You can find

her e-mail address on the CC line.

If you need to contact me directly, please call me on my cell at

(000) XXX – XXXX.

Regards,

Henry


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SAMPLE EMAIL - PRE

Subject: Congratulation

Dear Rick,

Congratulations on the promotion. Good job!

Treat me to lunch sometime!

Sincerely,

Juhee Kim


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SAMPLE EMAIL - POST

Subject: Congratulations

Dear Rick,

Congratulations on your promotion! It is a great

accomplishment and I’m sure your team will totally benefitfrom your expertise.

Congratulations again and let me treat you to lunch or dinner

sometime!

Regards,

Juhee Kim


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SAMPLE EMAIL - PRE

Subject: Meeting

Harry,

I heard you wanted to have a meeting. Let’s make a schedule

this Thursday.

Time is up to you but I prefer morning time.

Thank you.Hyunji


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SAMPLE EMAIL - POST

Subject: Meeting

Harry,

Ken told me that you wanted to set up a 1 hour meeting with

me. Would this Thursday (26th) work for you?

If so, please let me know what time would be convenient. I

would personally prefer to have the meeting in the morning,

but my schedule is quite flexible in the afternoon on that day,

too.

Hope to hear from you soon.

Regards,

Hyunji


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SAMPLE EMAIL - PRE

Jon,Hey, I was just thinking about the meeting we had about the newworkshop you were planning for next week about resume-writing. Ithink that we may have forgotten to include all of the students whomight benefit from this workshop. There are several groups ofstudents at the School of Public Health that were not on your list. Ofcourse you may have added them to you list since our last meeting.

Sara from the School of Public Health contacted me to ask if thestudents from the Epidemiology program were on our list ofincluded students. She also wanted a list of all of the includeddepartments from the School of Public Health. Can you send me a listof all of the included student groups? I can then send the relevantinformation on to Sara because she needs this information by

tomorrow.Thanks,Rachell


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SAMPLE EMAIL - POST

Jon,

Can you send me a list of the students included in the resume-writing

workshop by tomorrow?

We may have forgotten to include all of the students who might benefit from

this workshop. There are several groups of students at the School of Public

Health that were not on your list.

Sara from the School of Public Health contacted me to ask if the students

from the Epidemiology program were on our list. I will send her that

information tomorrow after I get the list from you.

Regards,

Rachell


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