E-mail Writing Skills Competency Exam (print)



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.

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