Preview the Workbook

Preview the Table of Contents and Introduction (PDF, 58K)

  • Review a list of the chapters, writing practices, checklists and writing tools
  • Managers: Find out how to use the workbook to improve your staff’s writing
  • Customer service agents: Find out how to use the workbook to improve your job skills

Preview Chapter 5: Select the Correct Word and Spell it Right (PDF, 112K)

  • Why spelling matters
  • How to become a better speller
  • How to distinguish between confusing sound-alike and look-alike words

Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents is a cost-effective, self-paced method of teaching your staff to write customer service e-mail. The workbook is unique. It uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers.

Use the Clear, Correct, Concise E-Mail workbook to Improve Your Staff’s Writing

  • Train agents who have the product knowledge but lack the writing skills to compose effective customer service e-mails.
  • Help agents with weak writing skills improve their grammar and usage.
  • Assess writing skills. Use the Pre-Test to assess writing skills and the Competency Exam to certify agents in essential writing skills.
  • Use the workbook for self-paced instruction or for instructor-led training.

The authors of Clear, Correct, Concise E-Mail know their stuff. Realistic examples, scenarios and practice items provide all the tools necessary to have your agents become e-mail customer service experts in no time.I highly recommend this workbook."

Ken Webb, President, Sage Results