E-mail Writing Skills Competency Exam (PDF)

E-mail Writing Skills Competency Exam (PDF)

Use the E-Mail Writing Skills Competency Exam to assess whether your agents and job applicants have e-mail writing skills they need to communicate with customers. The 120-point Exam has 8 sections and includes 2 scenario-based writing exercises. You'll receive an Administrator's Guide with Exam answers and scoring guidance. Purchasing these PDFs entitles you to make  one hardcopy of each file and save each file on one computer.

What Does the E-Mail Writing Skills Competency Exam Include?

An Exam that tests essential writing skills. It includes eight short answer sections and two scenario-based writing exercises.
An Administrator's Guide
Instructions for administering the exam
Exam answers and detailed explanations
Scoring sheets for tallying and presenting exam results
A Competency Certificate to award to agents who pass the exam
A Completion Certificate to award to agents who complete theClear, Correct, Concise E-Mail workbook
How Should You Use the Competency Exam?

Use as a stand-alone exam or in conjunction with the Clear, Correct, Concise E-Mailworkbook.

Evaluate current customer service agents' writing skills
Assess job applicants' writing skills before hiring them
Identify your customer service staff's need for writing training
Certify customer service agents' e-mail writing competency
Test customer service agents' writing competency after they complete the Clear, Correct, Concise E-Mail workbook
What E-Mail Writing Skills Does the Competency Exam Evaluate?

The Exam tests the ability to

Write clear, strong sentences
Write with a polite, positive, and personal tone
Select the correct word and spell it right
Punctuate correctly
Write for global customers

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