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Customer service e-mail

Reading List: Write Better Email

How to Write an “I’m leaving my job” Email That Won’t Burn Bridges You’ve given HR your two weeks notice. You’ve archived your email, returned the back issues of professional journals to the company library, even packed up your sad-looking work sweater and black...

Resource List: Brand Books

If you're creating or updating your company's Brand Book, you might need a little inspiration. Brand Books to review online or download Adobe Corporate Brand Guidelines Boy Scouts of America Brand Identity Guide Cornell University Brand Book Cork, Ireland's Brand Book...

Eight Essential Writing Skills for Techies

We begin this issue with a bold statement: technical people need adequate writing skills.  Though we realize many techies despise writing—“I hated English; that’s why I became an engineer in the first place”—techies in today’s workplace need to be able to write. ...

Teaching Offshore Agents To Write American E-Mail

This article will be especially useful to you if you manage a contact center and employ offshore customer service agents (in India, the Phillipines, etc.) who write e-mail to American customers.  But if you're more concerned with online writing for global...

Customer Service E-Mail In A Do-Not-Call World

The national "Do Not Call" list and anti-spam laws present new challenges for marketers. With customers saying, "don't call us, don't spam us" how can you market your products and services?  Take another look at your customer service e-mail.  E-mail responses to...

One-and-Done Customer Service E-mail: Ending the E-mail Loops

Download our article for Contact Professional magazine (223k, PDF). We share tips for avoiding endless e-mail loops that cost you money and customers. 1. Restate the customer’s question in the opening paragraph of the e-mail. This technique helps the CSR focus on the...

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