 |  | Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents
by Marilynne Rudick and Leslie O'Flahavan — December 2003
Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents is a cost-effective, self-paced method of teaching your staff to write customer service e-mail. The workbook is unique. It uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers. | | | | |  | | Customer Service on the Internet: Building Relationships, Increasing Loyalty and Staying Competitive
by Jim Sterne — May 2000
The only comprehensive guide to planning, creating, and taking full advantage of customer service Web sites. The latest Web technologies offer exciting new ways for businesses to forge lasting relationships with customers. Marketing, advertising, and sales professionals, are hungry for all the practical information on these technologies they can get. Written by Web marketing expert Jim Sterne, this book uses numerous case studies to acquaint readers with the new Web technologies and to demonstrate how companies can use them to create and maintain cutting-edge customer service sites. Completely updated, this Second Edition covers all the bases, including creating business plans that take full advantage of the Web's potential; presenting company information on the Web; managing e-mail; determining what's important to customers; measuring customer satisfaction; and using extranets to service customers and partners. | | | | |  | | e-Service: 24 Ways to Keep Your Customers-When the Competition Is Just a Click Away
by Ron Zemke, Thomas K. Connellan — October 2000
Packed with ideas and solutions that readers can implement immediately, e-Service explains how to: manage the customer's psychological experience to strengthen brand image in the marketplace; capture the right buyers--the ones who provide true profit--and earn their iron-clad trust; recover from mistakes, using methods that not only retain at-risk customers but turn them into your best publicists; design home pages, order forms, and other visual elements that attract users rather than frustrate them; and more. | |
