Chapter 5. The Heart and Soul of E-Service: Using E-mail to Enhance Customer Service

The Heart and Soul of E-Service: Using E-mail to Enhance Customer Service
 

“E-mail is one of the fastest ways to attract or lose customers because it delivers information fast to a single person or a mass of people.”

 
 --Chris McClean, 1999

WHAT YOU'LL LEARN IN THIS CHAPTER

Goal

  • To present the Heart and Soul of E-Service Process for communicating with customers through e-mail

Objectives

As a result of this training, you should be able to:

  • Apply Netiquette, e-mail writing, e-mail management, and customer service skills to provide excellent customer service through e-mail

  • Put a person behind e-mails you send by adding heart and soul

  • Handle ...

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