Results You Can Expect to Achieve

• Improved professionalism and sensitivity to customer concerns
• Transference of brand to another delivery mechanism
• More confident contact center agents
• Increase in customer satisfaction

Contact Center Solutions
Netiquette

Purpose

To help contact center agents who work online with customers through text chat, call back, or click-to-talk functionality:

• Adapt to the more casual online environment while maintaining a level of professionalism that demonstrates your corporate brand
• Improve grammar and writing skills as well as communication styles
  
  
• Download this course description (pdf)

What Is Included

Netiquette is a one-day, facilitator-led workshop that incorporates Omega Performance’s worldwide contact center best practices and research to hone the communication skills and etiquette of agents who interact with customers via the Internet. The activities focus on improving grammar and writing skills and developing communication styles for composing more effective email. Participants leave the workshop armed with a variety of tools to take back to the job including Omega Performance’s Customer Response Model, Email Review Checklist, and Communication Job Aid.

Netiquette includes the following modules:

Module 1: Setting the Stage

Overall Objective—Understand the bank’s vision for an appropriate online customer experience and define the bank’s expectations with regard to netiquette.

Key learning outcomes:

• Define the behaviors for professional netiquette
• Describe formal and informal bank goals for email communication
• Recognize how to meet the expectations of online customers
• Determine the appropriate online customer service experience
• Demonstrate knowledge of the pre-work material
  

Module 2: Assessing and Responding to Customers

Overall Objective—Practice responding to various customer inquiries by identifying the inquiry type, constructing a response, and addressing customer concerns.

Key learning outcomes:

• Recognize the benefits of applying each step of the Customer Response Model
• Identify three common email inquiry types: basic inquiry, problem resolution, and angry/irate
• Assess customer emails in terms of the three basic inquiry types
• Identify the steps for Construct a Response as listed in the Email Review Checklist
• Construct a reply to a basic inquiry email using a scripted response
• Determine the appropriate internal resource to refer to when responding to problem resolution inquiries
• Identify the steps for Address All Concerns as listed on the Email Review Checklist
• Determine if email responses address all customer concerns
• Identify the steps for Note Netiquette for Professionals as listed on the Email Review Checklist
• Demonstrate effective written communication and professional netiquette

Module 3: Using Tools and Resources

Overall Objective—Demonstrate proficiency in using tools and resources to appropriately respond to customer inquiries.

Key learning outcomes:

• Use the Communication Job Aid to construct an effective customer communication
• Use appropriate tools and resources to efficiently and consistently complete accurate responses to customer emails

Module 4: Putting It All Together

Overall Objective—Practice answering customer emails and participate in a balanced feedback session to assess skills.

Key learning outcomes:

• Respond to customers emails using available tools and resources as needed to answer accurately, consistently, and in a customer-oriented manner
• Ask for and offer balanced feedback concerning email quality
• Determine email strengths and areas for improvement
• Create an action plan to implement key points from the workshop back on the job