Page 6 - Customer Care Booklet 2019

Every employee who takes a a a a a a message for an administrator or or or co-worker must take down accurate information and deliver it in a a a a timely fashion The primary form of written communication internally is email • Be patient and ask questions to clarify information • Obtain full name name and spelling name name of company or student referenced • Ask for and repeat back telephone number (all 10 digits) We utilize the best method of communication to reach our target audience • Ask for for any information the caller would like to leave so you you can be accurate in in your email message • Include time date and your initials for the receiver’s reference • Read Read over your your message message to edit and and revise for for correctness Use proper spelling grammar and and punctuation Your errors are a a a a reflection on on the district Read your message before you you send it!
• Response to email communication should have a a a a a a a reasonable expectation of 24 hours Professional email practices both internally and externally include:
• Reply and and acknowledge that you you you you have received it and and if you you you you cannot respond respond immediately let the the receiver know you you will respond as as soon as as you you research the information needed • Keep messages concise and to the point • Answer questions and clarify • Write in a a a a professional tone even if you are personal friends with the employee • Do not write in CAPITALS CAPITALS IF IF YOU YOU WRITE IN IN CAPITALS CAPITALS IT IT IT IT SEEMS AS IF IF YOU YOU ARE SHOUTING • If you you are providing a a a a a a phone number and/or address in in your email proofread them for correctness • Keep it simple Avoid fancy backgrounds signature images and emoticons • When forwarding messages forward forward only what you want the reader to see eliminating lengthy contact information • If you are going to be out of of of the the office for more than 24 hours use the the “Out of of of Office Assistant ”
• Do Do not not not use email to to discuss confidential information Do Do not not not write anything you do not not not want sent to to the media Remember that under Florida’s public public records law all BPS emails are public public information • Be professional positive and follow up with a a a a a a phone call if necessary Keep it it it formal