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If you want to become a more effective and efficient e-mail writer - writing e-mail messages that answer questions, solve problems, get to the point and generate action - then this e-mail-writing workshop is for you.

Course Outline
For many, e-mail has become the primary means of communicating information—replacing the
telephone and letter writing. With the time spent on writing e-mails rising rapidly, the threat of
confusing and even losing a customer due to poor e-mail writing practices makes customer
service that much more critical to your business success.

If you want to become a more effective and efficient e-mail writer – writing e-mail messages that
answer questions, solve problems, get to the point and generate action – then this e-mail-writing
workshop is for you.

Learn how to structure and write concise, effective e-mail messages that clearly make your point
and satisfy your reader or motivate your reader to act—provide feedback or take other
appropriate actions. Learn how to ensure you cover or clarify all relevant points when you reply to
an e-mail message so your readers are satisfied that you have understood their concerns and
have taken appropriate action.

This workshop includes an important primer on e-mail etiquette and e-mail do’s and don’ts—such
as when to CC and when to BCC a list, how to effectively use auto-reply, and why to include your
contact information in your signature file.

When you use the e-mail writing techniques presented in this one-day intensive workshop,
everyone will benefit – you, your company, and your customers!

Who needs this workshop? Companies like yours that want to grow and succeed, and
people like you who want to communicate effectively.

Highlights of what you will learn: The overarching theme of the day is how to become a more effective and efficient e-mail writer.
The tips, tools and techniques discussed may be applied to all writing, but the focus is on writing
e-mail messages.

Workshop topics include:
• The writing process - planning, research, organization, writing and revision - and why one
should follow the process
• Why you need to capture attention, hold interest, influence attitude and motivate action –
in that order – to be effective
• Pre-writing exercises: Freefall, Clustering
• The importance of knowing your purpose and your call to action, and how to allude to
them in the subject line, opening paragraph and closing
• Structuring e-mail messages: opening, body, conclusion
• Striking the proper tone in relation to your audience, message and purpose
• Close the communication loop: motivate timely feedback or action pertaining to your
purpose (whether calling a meeting, asking for the review of a document, selling
something, and so on)
• Writing process short cut for e-mail message: W5 (who, what, where, when and why)
• Writing sample e-mail messages (at least 3)
• Obtaining feedback, if desired, from other participants and the instructor
• Replying to e-mail message: use the received message to form the body of your reply
• Appropriate use of To, CC and BCC
• E-mail etiquette, do's and don'ts

Who Should Attend? You will benefit from this seminar if you write and reply to e-mail messages or send electronic
letters by e-mail. The emphasis will be on e-mail messages written by staff who work in the
following areas:
  • Customer service department
  • Help desk department
  • Contact Centre
  • Service and Sales
Bio – Paul Lima
Paul Lima has worked as a professional writer, communicator and writing instructor for over 25
years. As a qualified adult educator, Paul has developed and taught report writing, business
writing, e-mail writing, copywriting and public relations seminars and courses for corporate and
non-profit clients and for students enrolled in programs offered by the University of Toronto,
George Brown College and various writers' association.
Paul practices what he preaches. For corporate clients, he writes media releases, speeches,
reports and proposals, brochure copy, Web content and articles for annual reports and in-house
Prerequisites & Certificates

Certificates offered

Cancellation Policy
Any cancellations received more than 2 weeks prior to event will be refunded in full minus $100.00 administration fee). Cancellations made 1-2 weeks prior to event, will receive 50% refund. Less than 1 week prior to program start, no refund. Replacements are welcome. Note: CSPN has the right to cancel or reschedule its venues due to unforeseen circumstances. If a workshop cancellation occurs, CSPN will refund in full any payments that have been made for that event.
Map & Reviews
Customer Service Professionals Network (CSPN)
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Here are some reviews of the training vendor.
Corey Atkinson was absolutely wonderful to spend the day with. From the moment that we entered the room, he'd set a positive, engaging tone that was maintained and honestly, grew, throughout the day. The training was thorough and spoke directly to the issues that we were hoping to overcome when speaking with Difficult Customers. This course caused us all to stop and think about how we may change, not the customer, and why those changes are integral to being successful in providing good customer service.
Reviewed by 2017
The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
Reviewed by 2013
the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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