Wednesday, May 14, 2008 -- 8:45-3:00
 
   
 

"E-Mail Success for Consumer Affairs"

Registration Deadline: Friday, 5/9

   
 
 
   
  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.

   
   
  REQUIREMENT!
  To gain the most benefit from the day, please bring with you:
 
  • One of your department's e-mail templates.
  • Two e-mail responses along with the customer's inquiry that prompted each response.
   
  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.
   
 
   
 
 
8:45
Registration
9:00
Chapter Announcements, International Symposium Comments
9:15
How to Conduct a Mini Audit of Your Team's E-Mails
  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
  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
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
  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
   
   
 
 
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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