“When you introduce yourself via e-mail, not only are you making a first impression, you’re also leaving a written record.”
—Virginia Shea, Netiquette™ Guru
Today many organizations regularly communicate with their customers via e-mail. Sometimes that e-mail comes through the company’s commercial web site, other times it comes through an ISP (Internet service provider) like AOL, MSN, Yahoo, or Google.
Regardless of the route e-mail follows to get to your screen, there are both customer expectations and protocols to observe when you are providing customer service by e-mail. Customers judge online service by how easy a company is to contact and how quickly and accurately questions are answered. And while ...