E- mail Etiquette

ICICI Structure & Format

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 Objectives

At the end of this presentation, you will be

able to:

 Outline the parts of an official email

 Write the various parts of emails with
precision
 Put into practice, email etiquette at the
bank

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 Contents

 The address column – To and CC

 Subject Line

 Opening Salutation

 Introductory sentence i.e. Opening statement

 Body of the email

 Goodwill Statement or Offering additional assistance

 Complimentary Close – Regards / Sincerely / Yours

Sincerely

 Signature Line
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 The Recipients of the Mail
 To: It represents the person to whom the email is
addressed. This person is directly responsible
and/or in-charge of the subject matter of the
email to know the information, respond and
complete the required tasks

 CC: It represents those people who need to be

kept informed of the subject in the email. They
could be Reporting Managers, Branch Managers
HR, etc. depending on the context of the email

 Attachments: Always name the attachments in

line with the subject of the email. Avoid doc1,
book1, etc. Instead give a name that directly
refers to the subject of the email

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 Subject
 The subject should summarize the
content of the email
 It should not be more than 4 to 5 key
words
 The first alphabet of the important words
should be in capitals. Ex: Home Loan # :
54621675
 Indicate date or time when you are
writing emails pertaining to meetings
 A hyphen can be used to truncate a long
subject line. Ex: Customer Meet – June 3,
2014
 Avoid words like asking, regarding,
informing, etc.
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 Opening / Salutation
 Use Dear Mr. or Dear Ms. only
 If you are writing to a group of people ,
use Dear Team, or Dear Colleagues,
 If you are not aware of the gender, then
write Dear Sir/Madam,
 Write the full name or the last name.
Avoid using first name only. Ex: Dear Mr.
Kapoor or Dear Mr. Rahul Kapoor.
 Put a comma after the name
 Do not use Respected Sir or Respected
Madam

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 Introductory Sentence -
Opening
Use appropriate opening or greeting statements.
Some examples are given below:

 This is with reference to the Current Account #:

12356.
 This email is regarding your enquiry about Home
Loans…
 This email is to inform you about the weekly sales
meeting to be held on….
 Thank you for your interest in banking with ICICI.
Please find attached the information you asked for.
 This email is to clarify your query…
 Greetings from ICICI Bank - can be used for
festive/ promotional emails and not otherwise

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 Body of the email
 Leave single-line space between
paragraphs
 Ensure that the sentences are short –
maximum 2 lines
 If you need to respond to multiple
customer queries, list it bullet
points/number them and address it
individually
 Do not include Goodwill statement in the
body of the email. It should be in a
separate paragraph

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 Goodwill Statement or Offering
additional assistance
It is mandatory to have a goodwill statement. A few
examples are given below:

 In case of any queries, please feel free to contact

me
 In case of any clarifications, please call me at
1231 1231
 Awaiting your positive reply/response
 Look forward to seeing you in the customer meet
 I hope I have resolved all your queries. In case of
any further queries, please feel free to
speak/write to me
 Expecting your cooperation in this regard

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 Complimentary Close – ICICI Bank
specific

 Regards, - for Internal Customers

 Sincerely, - for External Customers

 Yours Sincerely, - for External Customers

Note:
Yours is a single word with no apostrophe
Please use comma after any of the above.
Leave two line space for the e-mail signature

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 Signature Line
In case of external emails, the signature line should
consist of
• First name and last name
• Designation/title(Please note that the designation is
applicable only in the case if the person is a Branch
Manager, Deputy Branch Manager or a Relationship
Manager(PB). Otherwise, Signature shall not contain
designation. Assistant Manager is a grade not an
designation) ,
• Branch name,
• Branch address,
• Official mobile number.

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 Signature Line - External
 Sample signature

Yours Sincerely,
(2 line space)

Karan Wadhwa
Relationship Manager – Loans and Advances
ICICI Bank Ltd
MG Road Branch
12. William Street
Bangalore – 560 001
Contact #: 98451 98451

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 Signature Line - Internal
(within the same branch)

 Sample Signature

Regards,

Swati Krishnan
Client Service Manager ( optional -only if you
are in that designation)
+918238072273

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 Learning Confirmation

Match the following:

1. Person who should be informed Salutation and
Close
2. Single-line space Signature line
3. Recipient of the email CC
4. Dear Team Subject line
5. Yours Sincerely Goodwill
statement
6. Summary of the email Between
paragraphs
7. Comma Salutation
8. Awaiting your reply
Complimentary close
9. This email is to inform you… Opening
statement
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10. Your first and last name To
 Answers to Learning
Confirmation
Match the following:
1. Person who should be informed Salutation and
Close 7
2. Single-line space Signature line
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3. Recipient of the email CC 1
4. Dear Team Subject line 6
5. Yours Sincerely Goodwill
statement 8
6. Summary of the email Between
paragraphs 2
7. Comma Salutation 4
8. Awaiting your reply
Complimentary close 5
9. This email is to inform you… Opening
statement 9
10. Your first and last name To 3
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