FirstBank OnBoarding Manual - Flipbook - Page 53
CUSTOMER SERVICE TIPS
I.
Use the blind copy and courtesy copy appropriately.
• Don’t use BCC to keep others from seeing who you copied; it shows confidence when you directly
CC anyone receiving a copy.
• Do use BCC, however, when sending to a large distribution list, so recipients won’t have to see a
huge list of names.
• Be cautious with your use of CC. Overuse simply clutters inboxes. Copy only people who are
directly involved.
J. Be sparing with group email.
Use the “Reply All” button only when everyone needs to read your e-mail. Otherwise just hit the “Reply”
button so only the sender will receive it. Everyone else will appreciate it.
K. Use the subject field to indicate content and purpose.
The subject line should concisely convey your purpose for writing. Your subject line can be as simple as
“Thank You” or “Request for Recommendation.”
L. Do not send chain letters, virus warnings, or junk mail.
• Always check a reputable antivirus Web site or your IT department before sending out an alarm.
• If a constant stream of jokes from a friend annoys you, be honest and ask to be removed from the list.
• Direct personal e-mail to your home e-mail account.
M. Remember that your tone can’t be heard in an e-mail.
Have you ever attempted sarcasm in an e-mail and the recipient took it the wrong way? E-mail
communication can’t convey the nuances of verbal communication. In an attempt to infer tone of voice,
some people use emoticons, but use them sparingly so that you don’t appear unprofessional. Also, don’t
assume that using a smiley will diffuse a difficult message.
N. Before you hit “Send”, proofread your e-mail.
• Check for grammar, spelling and punctuation.
• Is the e-mail saying what it should?
• Is it going to the right person? You may think, “I don’t have enough time to proofread”, but it is well
worth the time rather than making a mistake. Remember, let your e-mails work for you rather than
against you!
O. Respond promptly to all E-mails.
If you need more than 24 hours to collect information or make a decision, send a brief response
explaining the delay.
III. Professional E-mail Structure
A professional e-mail should include the following components:
A. Greeting.
Even if you are writing a very short email, include a greeting. If you know the name of the person, include
it. Unless you are on a first-name basis with the person, use their last name.
B. Compliment or Pleasantry.
When you are emailing someone for the first time, then a compliment makes an excellent opener.
A well-written compliment can also serve as an introduction. For example:
• “I enjoyed your presentation about [topic] on [date].”
• “I found your blog post on [topic] really helpful.”
• “It was good to meet you at [event].” If you’re writing to someone you know, then use a pleasantry
instead. A pleasantry is typically a variation on “I hope you’re well.” Alternatively, you can say thank
you for something they’ve helped you with or for information they sent in a previous email.
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Onboarding Manual
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