Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents, Fourth Edition
"A just-in-time training solution! You need a copy for all your front-line agents who write e-mail." --Ron Muns, CEO, Help Desk Institute"Realistic examples, scenarios, and practices provide all the tools to have your agents become customer service experts in no time." --Ken Webb, President, Sage Results"Short and to the point, this exercise-filled volume gets right to the heart of intelligent, professional online communication." --Jim Sterne, Author, Customer Service on the Internet