Mastering Customer Email Communication

Mastering Customer Email Communication
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Slide 1: Slide
Water retailSpecial Education

This lesson contains 13 slides, with interactive quizzes and text slides.

Items in this lesson

Mastering Customer Email Communication

Slide 1 - Slide

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Learning Objective
At the end of the lesson, you will be able to structure customer emails effectively, use the appropriate tone of voice, understand the 5 Ps, proofread your emails, and know how to apologize when necessary.

Slide 2 - Slide

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What do you already know about structuring customer emails?

Slide 3 - Mind map

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Structure of Customer Emails
Introduction, body, conclusion. Keep it concise and clear.

Slide 4 - Slide

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Tone of Voice
Friendly, professional, and empathetic. Use positive language.

Slide 5 - Slide

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Proofreading
Check for spelling, grammar, and clarity. Use tools if needed.

Slide 6 - Slide

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The 5 Ps
Be Prompt, Polite, Personal, Precise, and Positive.

Slide 7 - Slide

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Saying Sorry
Acknowledge the issue, express genuine apology, and offer a solution.

Slide 8 - Slide

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Interactive Activity: Tone of Voice
Students will practice writing email responses with different tones of voice.

Slide 9 - Slide

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Interactive Activity: Proofreading
Students will identify and correct errors in sample customer emails.

Slide 10 - Slide

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Write down 3 things you learned in this lesson.

Slide 11 - Open question

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.
Write down 2 things you want to know more about.

Slide 12 - Open question

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.
Ask 1 question about something you haven't quite understood yet.

Slide 13 - Open question

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.