How to Write an “I’m leaving my job” Email That Won’t Burn Bridges You’ve given HR your two weeks notice. You’ve archived your email, returned the back issues of professional journals to the company library, even packed up your sad-looking work sweater and black...
Customer service e-mail
Resource List: Brand Books
If you're creating or updating your company's Brand Book, you might need a little inspiration. Brand Books to review online or download Adobe Corporate Brand Guidelines Boy Scouts of America Brand Identity Guide Cornell University Brand Book Cork, Ireland's Brand Book...
Eight Essential Writing Skills for Techies
We begin this issue with a bold statement: technical people need adequate writing skills. Though we realize many techies despise writing—“I hated English; that’s why I became an engineer in the first place”—techies in today’s workplace need to be able to write. ...
Teaching Offshore Agents To Write American E-Mail
This article will be especially useful to you if you manage a contact center and employ offshore customer service agents (in India, the Phillipines, etc.) who write e-mail to American customers. But if you're more concerned with online writing for global...
Answering E-Mail From Angry Customers: How To Turn Furious People Into Fans
In a perfect world there would be no angry customers. The product would work flawlessly, it would arrive on time, and no customer would wait—listening to elevator music—for 30 minutes. But absent that perfect world, you will have angry customers. And they will send...
Customer Service E-Mail In A Do-Not-Call World
The national "Do Not Call" list and anti-spam laws present new challenges for marketers. With customers saying, "don't call us, don't spam us" how can you market your products and services? Take another look at your customer service e-mail. E-mail responses to...
One-and-Done Customer Service E-mail: Ending the E-mail Loops
Download our article for Contact Professional magazine (223k, PDF). We share tips for avoiding endless e-mail loops that cost you money and customers. 1. Restate the customer’s question in the opening paragraph of the e-mail. This technique helps the CSR focus on the...
