Chapter 5. 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 difficult ...
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