1. Proposal – Non-Voice Training Certification Program for Email Support

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

3. Non-Voice Process for Email Support

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

5. Sample Email Support Transaction with External Customer

6. Sample Email Support Transaction with Internal Customer

7. Etiquette

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

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

10. 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:

11. 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:

12. 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:

13. 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 signature of your company or department.

14. Email etiquette Key Pointers for Emails:
Take Another Look Before You Send a Message
With , 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 is a representation
of your Company – ensure it is a positive one!

15. 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 ( to track your shipment, just select your country and click Track and Trace.”

16. 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.”

17. Thank you!