Introduction|Synchronous vs Asynchronous Communications|The Subject Line|Address Fields|Opening and Closing Lines|Composing a Message|Proofreading|Message Length|Writing with Conviction|Jargon and Shortcuts|Respond Promptly|Confidentiality|Handling Irate Customers|Replying to All|Humor in Email|Tools for Emphasis|Authoring Emails When Angry|Internal Customer Service|Inappropriate Topics

Course Description

Email has become a fundamental component in everyday life, both for business and personal use. While most of us have figured out how to send and receive emails by now, there are some nuances of this form of communication that are not common sense. This course provides tips, recommendations and reminders to help employees improve their communication skills with co-workers and deliver a higher level of service to customers. Topics in this course cover some of the basic elements of email, such as the subject line, address fields, and opening and closing lines. The course also provides insights into topics such as confidentiality, handling irate customers, humor in email, and internal customer service. Use this course to provide an overview of email best practices for employees to utilize when communicating with co-workers and customers.