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Welcome and all new subscribers to another edition of My
IBiz Weekly.
This ezine is here to help all Newbies become successful Webmasters,
Publishers, and Entrepreneurs online. I am here to help you help
yourself.
Today's Articles:
How to Write Customer Service E-mails Like a Pro
By: Heather Reimer
Give Your Visitors a Free Email Course
By: David McKenzie
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Editor's
Notes:
Hello Everyone and welcome to the Monday
Edition of MIBW.
As I mentioned last week, I won't be
publishing my regular Wednesday edition. I will be back on Friday as usual
for the classified edition.
Please take the time Wednesday to do some
good for someone. We can all learn to become a better person for our
families and for the good of society. After all, when we are all long
gone, our children have to live in this world. So let's make it better for
them..
The solo ad that was supposed to run on
Wednesday will run on Thursday.
Next week's editions will deal with all the
issues of running a family business. Think you are up to that.. Stay tuned
and see..
Check out this week's Voice Your Opinion
question. Call it a voice your opinion/survey for us all.
Thanks again everyone and please enjoy your
week. See you on Friday.
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Voice
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What do You Look For In An Ezine?
Often people may complain about ezines such as
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But what do you want to see in an ezine? I
am not talking about just mine :) But ezines in general.
Do You always want to see original content
or just relevant content?
Do you want to see a bunch of products to
sell?
What about the formats, delivery? Is it
easy to subscribe, hard to unsubscribe?
Does it seem as if the publisher cares
about their publication?
I think this is a good way for you as a
subscriber and/or a publisher to get involved and answer some of these
questions. We can all learn on how to make your ezine the best it can be.
Sometimes people don't like to give feedback for your ezine. Doesn't mean
that your issue was bad, people are naturally shy sometimes so that is why
I figured if you read the feedback here, this will help you.
Voice Your Opinion Here, Or Submit a
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I will publish the answers in Monday's
edition so please send in your comments. Please remember to include your
url ( if you have one) or ezine address. I will include this as
well.
Thank you
Donesia
Give Your Visitors a Free Email Course
By David McKenzie
Are you providing a free email course to your visitors?
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You want to make sure your email course is free so do not give
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Then what you want to do is offer your products or services
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How to Write Customer
Service E-mails Like a Pro
Copyright (c) 2002 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 by 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 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, fast
and (potentially) efficient. But one of the drawbacks is
that it's so easy to leave the wrong impression, to say
things in cyber space that you would never say over the
phone or face to face.
So here are a few tips you can use to improve your online
customer relations.
* Be professional, polite and patient, even in the face of
abusive language, outright lies or stupidity. This is
not as easy as it sounds. But you can't win the argument
AND keep the customer.
* Express concern and regret over the difficulty the
customer is having, even if your company is not to blame.
* Be 100% sure you understand the complaint/question before
you answer it. If it isn't clear, then ask for more
details. Above all, don't guess! Major turn off.
* Move fast. Speed is half the battle won.
* Write tight. Just get to the point and leave the
literature to Shakespeare.
* The jury is out on form letters. Some companies ban
them outright. But they do come in handy when you're
dealing with large volumes of the same queries, over and
over. My take: if you must use a form letter, modify it to
suit the situation and add a personal touch.
* Use plain English, not jargon. Your customers don't
care about ISPs and FTPs. They just want to know what
happened to their order of variegated widgets.
* Give a little bit extra. Correct the problem and then
top it up with a credit or some form of compensation
to say "we're sorry".
* Don't be afraid to say "I" in your letter and sign it
with your own name. People want to know they're
corresponding with a human being not an autoresponder.
* Once you've sent your message on its mission of mercy,
there's one last but paramount detail. Follow up. Make
a 'pending' folder or whatever you want to call it. Visit
that folder daily until you are 100% sure the issue has
been resolved and the customer is in your pocket for the
rest of his or her natural life!
When you've done all of the above, create one more folder
on your inbox - the folder where you'll save the hundreds
of e-mails you're going to receive from all your grateful
customers. That folder might come in handy at your next
salary review!
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