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· Move fast. Speed is half battle won.
· Write tight. Just get to point and leave literature to Shakespeare.
· The jury is out on form letters. Some companies ban them outright. But they do come in handy when you're dealing with large volumes of same queries, over and over. My take: if you use a form letter, modify it to suit situation and add a personal touch.
· Use plain English, not jargon. Your customers don't care about ISPs, HTML and File Transfer Protocol. They just want to know what happened to their order of variegated widgets.
· Give a little bit extra. Amazon.com is a great example of this. Not only do they correct problem but they top it up with free shipping and a credit to say "we're sorry".
· Don't be afraid to say "I" in your letter and sign it with your own name. People want to know they're corresponding with a human being not an autoresponder.
· Once you've sent your message on its mission of mercy, there's one last but paramount detail. Follow up. Make a `pending' folder or whatever you want to call it. Visit that folder daily until you are 100% sure issue has been resolved and customer is in your pocket for rest of his or her natural life!
When you've done all of above, create one more folder on your inbox - folder where you'll save hundreds of e-mails you're going to receive from all your grateful customers. That folder might come in handy at your next salary review!
Heather Reimer has been a professional writer for 16 years. She now specializes in custom website content, e-zines, press releases and articles like this one. For fast, effective and memorable e-content, mailto:firstname.lastname@example.org