E-Mail Writing Essentials For Supervisors: Assessing And Improving Customer Service Agents’ E-Mail  

You've hired new customer service agents to handle phone and e-mail inquiries.  You've discovered they are great on the phone, but their writing skills are poor.  Customers are complaining about errors and lack of clarity in the e-mail responses they’ve received.  In this course, you'll learn strategies for assessing applicants’ writing skills before you hire them.  You’ll discover how to review resumes and cover letters, interview applicants to find out about their writing skills and experience, and effectively test applicants for essential writing skills. You'll learn how to distinguish between problems with the mechanics of writing and problems with "big picture” or thinking skills.  You'll find out how to evaluate applicants for, and correct deficiencies in, both kinds of skills.  You’ll also learn how to design training programs (and as-needed help) to improve agents’ writing skills. 

Course Length: one day or a half day