Rating: Strong A
“Clear, Correct, Concise E-Mail is by far one the best written, most helpful, and well-designed books for the business community I have ever read. Marilynne Rudick and Leslie O’Flahavan have created a guide that covers not only basic grammar skills but also provides insight into the communication needs of the future, world-wide business community. The material is fresh, well thought-out, and even gave me a few insights into my own communication errors. I cannot recommend this book highly enough.” Read the complete review.
D.E. Prince; workz.com
Two thumbs up!
“Companies go to great lengths to hire and train people to represent them on the phone. Now that more and more customers are contacting businesses via e-mail, it’s time to upgrade service representatives’ skills with this clear and concise workbook. Short and to the point, this exercise-filled volume gets right to the heart of intelligent, professional online communication. Two thumbs up.”
Jim Sterne, Author, Customer Service on the Internet
A just-in-time training solution
“A just-in-time training solution! If you’re a customer service professional making the transition from phone to e-mail, this book will help you brush up on your writing skills. If you’re a manager trying to hire or retain agents, this book will help you assess their writing skills and give them the training they need. If you’re moving your customer service function online, you need a copy of this workbook for all your front-line agents who write e-mail.”
Ron Muns, CEO, Help Desk Institute
A much needed book on properly handling e-mails from customers
“Finally, a much-needed book on properly handling e-mails from customers. E-mail is a very important customer service channel — our benchmark studies shows e-mail comprises 25% of all contacts between customers and companies — and yet most companies totally underestimate the value of e-mail. I strongly recommend the Clear, Correct, Concise E-Mail workbook to all professionals responsible for corporate e-mail communications.”
Dr. Jon Anton, Director of Customer Service Benchmarking,
Center for Customer-Driven Quality, Purdue University.
A training tool that can benefit everyone on the front line
“Given the tremendous changes in customer support, many support professionals need to build new skill sets to keep pace with new technologies and customer’s expectations. Because businesses now support customers over multiple channels (telephone, web, and e-mail), the ability to provide quality communication in writing becomes a competitive differentiator. Well-written customer support e-mail enhances the value and image of the company, the support organization, and the customer support professional.
The Clear, Correct, Concise E-Mail workbook is way overdue, and I applaud authors Marilynne Rudick and Leslie O’Flahavan for seeing the need and delivering a training tool that can benefit everyone on the front line.”
Chairman, Help Desk 2000
All the tools necessary to have your agents become e-mail customer service experts
“The authors of Clear, Correct, Concise E-Mail know their stuff. Realistic examples, scenarios and practice items provide all the tools necessary to have your agents become e-mail customer service experts in no time. I highly recommend this workbook.”
Ken Webb, President, Sage Results
A must-have for every e-mail contact center
“This amazing book is a must-have for every e-mail contact center. Clear, Correct, Concise E-Mail is both a bite-sized training workbook and a comprehensive reference manual. I started reading it and ended up completing the entire book in one sitting!
This workbook goes beyond the fundamentals of writing by incorporating universal customer service basics and covering trickier areas, such as how to avoid idioms and how to adjust the message for international customers.
The authors have created a workbook that can take agents with basic writing skills and turn them into polished professionals who consistently represent the company with a friendly, personalized approach.”
Principal, The Rockwell Group, LLC