Proposal – Non-Voice Training Certification Program for Email Support

Non-Voice Training Certification Program for Email Support Identified agents for Non-voice (Email Support) will undergo the following training and assessment. Communication Skills - 4 hours Coverage: Basic Grammar and Communication Skills Method: Classroom Activity: Written grammar examination Non- Voice (Email Support) Process - 2 ½ hours Coverage: Non-voice process for Email Support and Email etiquette Activity: Non-voice (Email Support) Transaction Simulation Non-Voice QA Form Cascade Revalida - 1 hour Written examination Mock non-voice (Email Support) transaction Passing rate for revalida will be set at 85%. If agent will pass he/she will be officially endorsed as Non-Voice (Email Support) agent.

Non-Voice Process for Email Support

Non-Voice Process for Email Support Yes Start EXTERNAL /INTERNAL CUSTOMER External /Internal Customer emails his/her concern to customercare@lbcexpress.com NON- VOICE AGENT Is the email from our External Customer? External/Internal Emails to Call Center No Agent will appropriately answer/handle the concern of the customer through Email. Tagging in Email must be "answered". End Email is from our Internal Customer Is the email intended for Call Center? Agent will acknowledge the email of the Internal Customer, then he/she will forward the email to Call Center OPS and Support Team as reference. Tagging in Email must be "answered". Agent does not need to acknowledge the email nor forward it to anyone. He/She will just browse the email and will tagged it as "browsed" as well. Is the email an advisory or memo? Internal Customer sends an email about the concern of our External Customer

Sample Email Support Transaction with External Customer

Sample Email Support Transaction with Internal Customer

Email Etiquette

Email etiquette Why is Email etiquette important for Customer Service? Customers are making more use of email to contact a customer service department as this medium is quick, easy and it avoids annoying phone procedures. The email response that the customer gets from your customer service department is important. With this email, the customer will form a judgment about the quality of your company’s customer service. An email is a lasting record, one that can be passed to others as an example of exceptionally good, or very bad, customer service. Source: http://www.callcenterbestpractices.com/proper-email-etiquette-for-a-customer-service-department/ Etiquette - the customary code of polite behavior in society or among members of a particular profession or group.

Email etiquette Key Pointers for Emails: Always Use a Meaningful Subject Line Never leave the subject line of an email blank. Always use a subject line that adequately reflects the contents of your email. This will help your recipients sort through their emails more efficiently and will precipitate a response to your email quicker. Source:

Email etiquette Key Pointers for Emails: Use an Appropriate Greeting The generic Hello Name is the accepted one in most cultures, but think about which greeting is the right one for this culture and for this occasion. Use Customer Friendly Language Style Use language that customers will find understandable and acceptable. Ensure the tone is friendly, but professional for all customers. Do not write in CAPITALS. Writing in capitals is aggressive, and is the same as shouting. It will trigger a negative reaction. Do not use abbreviations or jargon because the Customer may not be familiar with it. Source:

SpElliNg? Email etiquette Key Pointers for Emails: Use Proper Word Casing, Spacing, and Punctuations Always know when to use a capital letter and a small letter in a sentence. Proper spacing will make your letter look much better than a solid block of text, and it is easier for the customer to read. Proper punctuation marks will give your message a clear meaning. SpElliNg? Source:

Email etiquette Key Pointers for Emails: Be Clear, Concise, Complete and Correct Minimize the number of ideas in each sentence. Make sure that it's easy for your reader to understand your meaning. Short sentences are easier to read than long, complex sentences. Make sure that the audience has everything they need to be informed and, if applicable, take action. Source: http://www.mindtools.com/pages/article/newCS_85.htm

Email etiquette Key Pointers for Emails: Have a good closing line, one that is personal and Customer friendly Always sign off with Regards, Kind regards, or Thank you. Have a nice, concise signature Always use the standard email signature of your company or department.

Email etiquette Key Pointers for Emails: Take Another Look Before You Send a Message With email, what can be misunderstood will be misunderstood. That's why you should be double careful with everything you write. Proofread before you press the "Send" button. Remember that every email is a representation of your Company – ensure it is a positive one!

Suggested Spiels for Email Support Suggested Standard greeting spiel: “Happy morning/afternoon/evening!” (as the case may be) Suggested Spiel for Salutation/Addressing the customer’s name: Eg. The customer’s name is “Raymundo Peckson” “Hi Sir Raymundo” or “Hi Mr. Peckson” or “Hi Mr. Raymundo Peckson” Suggested Spiel for promoting other Touchpoints: “For future concerns, you may also get in touch with us through our Facebook and Twitter page.” “By the way, you may also use our website (www.lbcexpress.com) to track your shipment, just select your country and click Track and Trace.”

Suggested Spiels for Email Support Suggested Spiel for Inquiry : “Thank you for your interest in LBC. <Followed by your answer to the inquiry.>” Suggested Spiel for Complaint : “We are sorry for what happened. Rest assured that we will look into this right away. Your ticket number for this report is __________. Kindly anticipate the feedback of our support team.” Suggested Spiel for follow-up on Status of Shipment (within delivery lead time): “Thank you for choosing LBC. Based on records, your shipment is <provide the actual status of shipment>. Please anticipate delivery on <indicate the date of delivery>, from 8am-5pm.” Suggested Spiel for Request: “Thank you for letting us know of this concern. This will be coordinated with the concerned team. Your ticket number for this request is __________. Kindly anticipate the feedback of our support team.”

Thank you!