Customer Service Email Response Improvement Toolkit

Recent studies show 25% of all contact your customers and prospects have with your company is probably through email.

Does your company ever bungle it? Badly written email replies equal lost sales, frustrated customers and rising call center costs.

Now you can improve your email by using the new, step-by-step Toolkit to:

• Easily revise your automated messages and pre-written responses so customers love your brand and buy again.

• Quickly train your phone reps to answer email queries beautifully even if they have no prior writing experience.
• Avoid offending customers with embarrassing misspellings, grammatical mistakes, or stiff bureaucratic tones.
• Raise customer service center morale and slow employee turnover.
• Reduce your inbound call center bills by answering email so clearly that customers don't have to pick up the phone.
• Precisely measure how good (or bad) your email responses are compared to best practices.

Tool #1: The Hands-On Workbook your reps can use to self-train at their own speed. (Helps you improve your canned email responses too)

Even if you hated English lessons in school, this Workbook makes writing easy and fun.

Learn from example -- every lesson includes real-life sample emails. You'll learn how to quickly spot what's wrong, and how to fix typical problems. Plus, you'll get handy lists of recommended wording for a wide variety of customer questions that you can use to improve your own responses immediately.

You'll also get 33 Practice Worksheets so you can try out the writing skills you've just mastered, and learn from your mistakes before you "go live."

The entire Workbook, including Practice Worksheets, will take an average customer service rep seven-to-eight hours to complete. However, they can work at their own pace, when it's most convenient. They do not need to do the entire thing in one sitting - it can be half an hour here and an hour there until completed.

Want more specifics on the table of contents? Click here for details.

Tool #2: Customer Service Email Writing Skills Competency Exam

This formal Exam doubles the impact of the Workbook. It sends a message to your reps that you really care about email excellence and you are proud of their achievement. Plus you can use the Exam to:

• Pinpoint specific problem areas that your individual customer service reps have -- so you can solve them.

• Assess job applicant's abilities quickly and easily
• Reliably measure your team's email success as compared to a national standard. Your results will be a company-wide source of pride, and help you make a case for your customer service email budget.

Tool #3: Administrator's Guide for Exam

This Guide makes it easy for you to administer the Exam to your reps, and to determine results. It includes detailed specifics on how to score Exam results. Even if you haven't read the Workbook, you can still score Exams.

Plus, the Administrator's Guide includes a "short form" score Guide to make your job easier when you have a lot of Exams to score and don't need to go through the detailed instructions each time.

Tool #4: Certificate of Course Completion

The reality is that some of your reps will learn how to write excellent email responses much more quickly than others. Slower-learners morale can nose-dive, and they'll be more likely to give up entirely.

Solve the morale problem and encourage slower learners to keep on trying by giving them this Certificate of Course Completion signed by their supervisor. It displays your pride in their efforts so far, and encourages them to keep on improving.

Tool #5: Certificate of Email Competency

Everyone needs a goal to work towards and this Certificate provides it. Use it to reward your best email reps.

It will also help reduce your call center employee turn-over. Reps who know you are willing to invest in their training, and who have received a Certificate to hang with pride, are far more likely to stay with your company for longer.

These days, the average call center rep stays in a job for only 12 months or less -- anything you can do to reduce turnover will save you money and resources.

Saves money and time compared to "live" training sessions

Every customer service rep has a different skill set - some need to learn much more than others. If you put them all in the same classroom, some will be bored and others won't get the depth of help they need.

However, each rep can use their copy of the ToolKit to work at their own speed, and to focus on improving their personal problem areas. No wasted time or effort.

Plus, of course, the Toolkit costs much less than a live in-person trainer might.

Yes, SherpaStore offers significant bulk discounts if you have more than nine reps to train. Please call (877) 895-1717 or email service@sherpastore.com for a discount schedule today.