How to Handle Customer E-mails Like a Pro

Written by Heather Reimer


Sometimes as part of my work I'm asked to mediate between customers and website owners in dispute. As such, I get to read e-mail correspondence between both parties and I'm often appalled at what I read.

One client wrote to company X to find out why it was taking them so long to apply a credit they owed to her credit card. The customer service agent for company X sent this reply:

Dear Madam:

We received your inquiry. Your refund will be credited to your account within 7 to 10 business days. If you had read our policy statement, you would know this. I hope this fully answers your question.

Regards, Company X

Whoa! Snarky.

These days, a large volume of customer service communication is done by e-mail because it's so cheap and (potentially) fast. But one of repparttar drawbacks is that it's so easy to leaverepparttar 109705 wrong impression, to say things in cyber space that you would never say overrepparttar 109706 phone or face to face.

Here are a few tips you can use to improve your online customer relations.

Be professional and polite, even inrepparttar 109707 face of abusive language, outright lies or stupidity. This is not as easy as it sounds. But you can't winrepparttar 109708 argument AND keeprepparttar 109709 customer.

Express concern and regret overrepparttar 109710 difficultyrepparttar 109711 customer is having, even if your company is not to blame.

Be 100% sure you understandrepparttar 109712 complaint/question before you answer it. If it isn't clear, then ask for more details. Above all, don't guess! Major turn off.

E-mail - what's in a name?

Written by Jennifer Stewart


Estimates ofrepparttar number of people currently connected torepparttar 109704 Internet vary, from 60 million to 100 million and upwards. If we acceptrepparttar 109705 conservative figure of 60 million, and surmise that each person sends and receives ONE email message every day, that means there are 120 million email messages whirling about every single day.

How many email messages were waiting for you when you logged on today? I'll hazard a guess and suggest that it would have been somewhat more than one!

A report fromrepparttar 109706 Jupiter organisation estimates that commercial e-mail spending will grow from $164 million in 1999 to $7.3 billion in 2005 - this represents an estimated forty-fold increase in e-mail volume.

It's also estimated thatrepparttar 109707 average number of commercial e-mail messages that US online consumers receive per year will increase from 40 in 1999 to over 1,600 in 2005; non-marketing and personal correspondence will more than double from approximately 1,750 in 1999 to almost 4,000 in 2005.

So it's no exaggeration to say that one ofrepparttar 109708 fastest growing methods of communication is email. In fact, we're inrepparttar 109709 middle of a communications revolution and it's ironic that we're once again relying on one ofrepparttar 109710 earliest forms of mass communication -repparttar 109711 written word.

Language is a dynamic, living thing and inrepparttar 109712 past, has been able to keep pace with changes; so, when electricity was invented (or discovered - depending on your view ofrepparttar 109713 world), it was given a name which comes from elektronrepparttar 109714 Greek word for "amber" and electrum,repparttar 109715 Latin word for "amber" -repparttar 109716 alloy of gold and silver. Inrepparttar 109717 mid 1600s it was known that rubbing amber or glass would produce a magnetic effect that attracted light weight materials, threads, dust etc and this wasrepparttar 109718 only known use for electricity for many years - until that fellow withrepparttar 109719 kite came along!

The first big break-through in rapid mass communication,repparttar 109720 telegraph, takes its name from two Greek words: tele meaning "far off" and graphein "to write, draw or represent by lines".

Television is a mix ofrepparttar 109721 Greek tele and Latin visus, past participle ofrepparttar 109722 verb "to see".

Computers were given a name which is derived fromrepparttar 109723 Latin computatio - a reckoning, because inrepparttar 109724 early days, that's all they did.

But, as with many phenomena which have burst ontorepparttar 109725 scene inrepparttar 109726 last decade,repparttar 109727 World Wide Web has outstripped our store of words. We've grabbed at a stop-gap solution and come up withrepparttar 109728 prefix "E" to describe anything to do withrepparttar 109729 Internet, so there's e-commerce, e-books and e-mail.

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