ABSTRACT
Anyone in customer service, technical support and consumer relations has most likely had to start handling e-mail inquiries. The Internet explosion, during the last few years, has resulted in yet another way for customers to contact us. Handling e-mail is as delicate as speaking over the phone in that words are still weapons. In addition, most people write more abrasively than they speak and this escalates problems. For this reason, it’s best to make sure you stay within the guidelines contained in the first chapter of this book.
