Email EtiquettesEmail etiquette refers to the principles of behaviour that one should use when writing or answering email messages

Scenario:

• A customer has ordered 5000 units of Product “X” . 2000 units of size 1, 2000 units of size 2 and 1000 units of size 3. A joint meeting was held between the management, purchase, stores and dispatch team that the product will be manufactured and dispatched on a specific date.

• Unfortunately, the company will not be able to produce 5000 units of required sizes on the target date, due to failure of machinery

• You are a production executive, write a mail to the management regarding failure in producing the order .

Why E-mail is an effective way of communication ?A company needs to implement etiquette rules

for the following three reasons Professionalism: by using proper email

language your company will convey a professional image.

Efficiency: emails that get to the point are much more effective than poorly worded emails.

Protection from liability: employee awareness of email risks will protect your company from costly law suits.

Format of an E-mail To and from fields CC (Carbon Copy) BCC (Blind Carbon Copy) Subject lines Body :-salutation recipient name message content Closing line Signature file

To and from fields

To – Mark only to relevant people, who needs to take actions on the mail.

Audience (to whom the mail is addressed)

From – The sender of the mail.

Cc and Bcc: CC For informative purpose

BCCHidden address

Writing a subject line

Writing the subject line first. Write the subject line in 6 to 8

words. Eliminate filler words like hi, hello

in the subject Don’t put words in ALL CAPS It should clearly state the purpose of the mail.

Proper and accurate words to be used For examples:-

Want leave for 15 days

Leave application for 15 days

BODY: salutation & recipient name

•Check Spelling•Use of first name•For unknown gender: Dear “First Name”•Use of Mr. and Ms.

Pyramid for writing emails

Closing line

Formal Informal

Your Sincerely

Your faithfully

Yours truly

Thank you

Regards

Best Regards

Thanks

Thanks and Regards

Signature:

Standardize your signature with name and contact details.

FULL NAMEDESIGNATIONComapany NameAddress Phone  :  Cell No.:  Email:  LOGO WEB:   

EXAMPLE:

Neha is a promotions associate in a company working for kitchen appliances

The company has exhibited its product in one of the biggest exhibitions of the country

A local supplier who was supposed to help her setting up the basic appliances for displaying the product has failed to deliver at the last minute as his truck broke down

Neha has written an email to her supervisor and told him what has happened

An Example of what not to do

Dear Sir,As you know, I am at the exhibition near Sinchan Nagar. There are many companies providing the kind of appliances that we do, but our appliances which are totally automated can easily stand out in the competition.

Anyway, we have got a big problem with getting the basic setup ready for displaying the appliances. The supplier told me yesterday that he has only one truck and it broke down yesterday.(He said that the truck would be repaired by today, which is why I didn’t tell you before, but now the truck seems to be not in the condition to deliver the appliances by EOD today.

The graphics, cabinet lighting is all set but we have no appliances!! Can you suggest me as to how can we go about it? I mean, should we wait for one more day or should we look out for a different supplier?

Summary:• What is the most important thing that Neha

needs to inform her supervisor?

Summary Statement

I want to inform you that the supplier we hired to setup our appliances for the exhibition confirmed this morning that he is unable to deliver because his truck broke down.

Background

To provide the readers with the background we need to answer four basic questions:

Include the details:In the details we can include:•What has happened?•How can we solve the problem?

To complete the booth, I need a supplier who can deliver and set up arefrigerator and 2 microwaves before 7 p.m. tomorrow.

The units do not need to be operational, so setup will not includeconnecting to the power supply.

Discussing Desired Outcome or Action :In the desired outcome/action:•Discuss about what you or the reader has to do

I have informed the onsite coordinators that we will be expecting thedelivery by tomorrow.

Kindly assist me in finding another supplier who can handle rushdelivery and setup. I will get in touch with you again by the end of the day.

Internal and external emailInternal externalIntra office communication Inter office communication

Less formal More formal

Cannot be forwarded to external mail as it is

External mail can be forwarded to internal

Example : Mail to supervisor or any other department in the organization

Example: Mail to client or suppliers of organization.

Do’s & Don’t of Email Writing

Be concise and to the point Answer all questions and pre-empt further questions Use proper spellings, grammar and punctuation Make it personal Use templates for frequently used responses Answer swiftly Do not attach unnecessary files Use proper structure and layout

Continued….Do’s & Don’t of E-mail Writing

Do not overuse the high priority option Do not write in CAPITALS Avoid Texting Abbreviations Don't leave out the message thread (Debatable) Review the content of your email before sending out. Return emails promptly- within one business day.

Questions if any????

TELEPHONIC ETIQUETTESTelephone etiquettes are the sets of rules that apply when people make or receive the telephone calls.

Why it is important

Positive image is formed. Show professionalism Company’s reputation is enhanced.

Phases of professional call Five phases:-Phase 1

Opening the call (greetings & introduction)

Phase 2Building

rapport and identifying

needs Phase 3Collecting and

verifying information

Phase 4Provides

information ,solutions or

alternatives

Phase 5Close the call (summarize)

Call opening

Our voice is our company’s voice. The first impression a customer gets

of our company is the first few seconds of our conversation

Voice will always convey our body language.

Be enthusiastic and identify yourself.

During Conversation Be polite and respectful Be patient with them and do not sound

rude,annoyed. Feel good when you speak with

anybody.

Call closure

Summarize what has been discussed.

End on a positive note. Have a pleasant tone and be

courteous

Things to keep in mind

Presenting a professional image –

Taking care of customers over the phone and making them well informed and appreciated.

Always listen to what the caller has to say.

It is always good habit to repeat the information back to the client when you are taking a message.

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Speaking Style – Take time to speak clearly, slowly and

in a cheerful, professional voice is important.

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Usage of tone

Use a normal tone of voice when answering a call.

Incase, you have a tendency to speak loud or shout, avoid doing so on the telephone.

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Usage of language

Speak in a normal way but effective manner

Words delivered should be clear and understood.

Do’s :

Be patient and helpful Respond clearly with “yes” or “No” when speaking. If you are answering the caller on behalf of your

team member, please mention to the caller and try if you can assist them on the query. Else, note the contact number of the caller so that the concerned person can call back on the query for resolution.

Address the caller properly. Always ask the caller if you can put the call on hold. Verify that you have heard and transcribed the

message accurately.

Don’ts:

Do not eat or drink while you are on a call. Do not use slang or poor language. Never address an unfamiliar caller by his/her

first name. Never snap back or act rude to the caller. Never leave a person on hold for more than

few seconds or they may become upset and hang up.

Exercise:

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When you are out of the office ,forward to voicemail or person available on your behalf

When you are not in the office......

QUESTIONS IF ANY??

THANK YOU