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| Wednesday,
May 14, 2008 -- 8:45-3:00 |
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"E-Mail
Success for Consumer Affairs"
Registration
Deadline: Friday, 5/9
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Joy
Van Skiver, president of The Writing Exchange, Chatham, New
Jersey, has
had more than two decades of experience as a
business writing specialist. She is the author of The E-mail
Companion, Simple Steps to E-mail Success, The Writing Exchange
Business Style Guide CD-ROM, and Selling on Paper — The
Way to Write to Customers.
Joy
has been a guest speaker at a SOCAP national symposium, and
she has had articles on e-mail published in SOCAP’s
Customer Relationship Management magazine. She has been a
SOCAP member for six years.
In her work with consumer affairs areas, Joy
conducts departmental e-mail audits that her clients use
to motivate staff, to
change direction, or to show senior management what they’re
doing effectively. She often facilitates training sessions
and edits e-mail templates to improve clarity and tone. Her
company offers an e-mail skills assessment that Joy designed
in close collaboration with her corporate clients.
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REQUIREMENT! |
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To gain the most benefit from the day, please bring with you: |
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- One
of your department's e-mail templates.
- Two e-mail responses along with the customer's inquiry that
prompted each response.
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This will be a hands-on meeting with lots of opportunities
to apply what you learn. You will leave the session with your
own action plan to improve the quality of e-mail responses in
your company. |
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8:45 |
Registration |
9:00 |
Chapter
Announcements, International Symposium Comments |
9:15 |
How
to Conduct a Mini Audit of Your Team's E-Mails |
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You will learn ten specific criteria you can use to
determine strengths and weaknesses in customer focus,
style, tone and credibility. You will use these to evaluate
one of the e-mail responses you bring with you. |
10:45 |
How
to Create Good Models for Your Team |
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The SOCAP colleagues at your table will offer suggestions
to improve the other e-mail response you bring with you.
The technique your group will use is one that you can
incorporate into your own training programs. Joy will
meet with each group to answer questions and offer advice. |
| 12:00 |
Lunch |
1:00 |
How
to Assess Writing Abilities and Coach for Continuous
Improvement |
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Joy
will suggest methods you can use to help you hire,
promote and train the best
people
to handle your team’s e-mail correspondence. |
| 2:00 |
How to "Warm Up" Your Templates |
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After analyzing several Before and After examples illustrating
the importance of tone in e-mails, you will work with
your group to find alternatives for the template you
bring with you. Joy will meet with each group to offer
advice. |
| 2:45 |
Questions
& Answers, Door Prizes |
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| Members:
$30 |
| Non-Members:
$60 |
| Event
Special: Buy One Get One Free! |
| This
special saw so much success at our last event that
we're offering it again! |
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Midwest
Airlines Headquarters
6744 S. Howell Ave. | Oak Creek
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