HotTextInterior.ch12.339.xprs H o t Te x t 12/18/01 6:24 PM Page 332 We b W r i t i n g T h a t Wo r k s E-mail Responses to Customers E-mail lets you answer a lot more questions than you could handle on the phone or by regular mail.. HotTextInterior.ch12.339.xprs 12/18/01 6:24 PM Page 333 Net Spirit H u m a n S t y le G e n re s B e co m e a P ro Backup Then beat their expectations by responding within 6 hours.. If the customers have sent nasty, snotty, vicious, or stupid mes- 333 HotTextInterior.ch12.339.xprs H o t Te x t 12/18/01 6:24 PM Page 334 We b W r i t i n g T h a t Wo r k s sages, make the e¤ort to put yourself in their position.. But 334 HotTextInterior.ch12.339.xprs 12/18/01 6:24 PM Page 335 Net Spirit H u m a n S t y le G e n re s B e co m e a P ro Backup it’s a bit o¤-putting in an e-mail to a puzzled, upset, angry, or anxious consumer.. 336 HotTextInterior.ch12.339.xprs 12/18/01 6:24 PM Page 337 Net Spirit H u m a n S t y le G e n re s B e co m e a P ro Backup Case Study: E-mail Responses from Amazon.com So I was shopping for a book, and I chose the famous patented 1-Click® order, and then I realized I would need the book faster than usual, so I went to My Account and changed the shipping options..
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