Addressing Customers Service Issues with E-mail

In the business world today, many customer service issues are handled by e-mail. To make sure your emails are professional and well-written, use these helpful tips:

• Use correct spelling, punctuation, and grammar.

• Avoid obscure acronyms, such as RTM (read the manual).

• Maintain a pleasant tone.

• Always include a salutation and sign-off.

• Provide a clear subject line.

• Don’t “yell” at the reader by writing words and sentences in ALL CAPITAL LETTERS.

• Make your request clear.

• Provide sufficient background information.

• Use emoticons (also known as smileys) appropriately and sparingly.