Foundations of Email Etiquette
This is one of the most important reasons email etiquette matters—it reflects our
What is Professionalism?
Your tone should balance being polished and __________.
What is Personable?
Emails demonstrate this personal quality when done consistently and clearly.
What is accountability?
In the bad “Suit Update” email, name one grammar or tone issue.
What is “kno” misspelling / run-on sentence / no capitalization / unprofessional tone?
True or False: It’s okay to use all caps in a professional email if you want to emphasize a point.
What is False?
To improve readability, avoid writing __________ of text.
What is walls?
This communication method should sometimes replace email when tone may be misread.
What is a phone call?
Instead of simply writing “Bump,” what should you provide when nudging an email?
What is context and professionalism?
The polished version of the “Suit Update” email included what kind of subject line?
What is clear and specific — “Update on Your Made-to-Measure Suit”
Before sending a long or high-stakes email, what should you do?
What is send it for review / get a second set of eyes?
True or False: It’s acceptable to use unlimited exclamation points in professional emails.
What is False? Limit two per email.
True or False: Internal emails can be much sloppier than customer-facing ones.
What is false? They should still be polished.
What’s the rule of thumb for snoozing emails?
What is 48 hours?
In the bad “Fulfillments” email, what was missing that showed no accountability?
What is clear subject line, accountability, and professional closing?
This practice ensures clarity and next steps in every email.
What is action plan = follow up?
Every email should end with this, including your full name, title, and contact info.
What is a professional signature and sign-off?
What should you be careful with when writing to ensure tone isn’t misunderstood?
What is emojis, slang, and excessive punctuation?
Name one situation when you should escalate or loop someone in.
What is multiple back and forth emails with no resolution / tone risk / frustrated customer / need to clarify expectations?
The bad “Customer Apology” used this type of casual language.
What is slang like 'ur' and 'trying'?
When referencing a customer’s details, what must you always respect?
What is their privacy and communication preferences?
When using templates or canned responses, what must you always do before sending?
What is personalize and double-check names, grammar, and fill-ins?
What’s the etiquette for “Reply All”?
What is use only when everyone on the thread needs the information?
What is the guiding principle behind “owning the loop”?
What is following through until the issue is fully resolved—never leaving it in the customer’s court?
In polished emails, the structure should include six elements. Name three.
What is greeting, introduction/apology, main message, game plan/options, closing, signature?
What’s the weekly challenge assigned after Session 1?
What is review your last 3 emails for formatting, clarity, and tone, then send original + updated versions?