Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents, Fourth Edition

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9780972598606: Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents, Fourth Edition
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Clear, Correct, Concise E-Mail is a writing workbook for customer service agents who answer e-mail queries. The self-paced workbook uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers.

The workbook includes a test to assess writing skills; chapters on spelling and word use, punctuation, tone, clarity and conciseness. Agents will learn how to write for global customers. More than 35 writing exercises let agents practice writing skills. Checklists and other writing tools help agents complete writing exercises and write effective e-mails on the job.

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Review:

"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

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