Project

Measure the quality of e-mails sent to customers by the world’s largest publisher and distributor of children’s books.

Our Assignment

• Customize our E-Mail Quality Review Tool for this benchmarking project
• Review and score a set of 50 randomly chosen customer service e-mails
• Write a report explaining our assessment of the quality of the publisher’s  customer service e-mail
• Provide the publisher with the raw scores on the e-mails benchmarked in the study

Highlights

Our benchmarking study highlighted the publisher’s successes in communicating with customers and pointed out areas for improvement. To address these needs, we

• structured a training project to help improve customer service agents’ writing skills
• delivered customized writing courses onsite
• led the publisher’s training team through our Train-the-Trainer process and certified their trainers to teach our customer service e-mail writing courses