Category: Archive

Answering Customer Service E-mail: Five Errors to Avoid

We’re turning our focus this new year to customer service e-mail messages, those “answers” we receive in our inboxes when we write to customer service representatives (CSRs) for help. Our research method: Send hundreds of customer service questions and requests via e-mail. We’ve e-mailed everyone — from Fortune 500s to ma-and-pa companies, from public corporations to nonprofits and government agencies. We’ve solicited customer service e-mail from clients and colleagues. What we’ve learned so far: (1) Lots of customer service representatives lack the basic writing skills they need to communicate with customers. (2) Lots of companies are sending out embarrassing, inaccurate, business-damaging e-mail disguised as “help.”

Site Linking Strategies

Lead-Away Links
When you are designing your web pages, make sure not to link away from your site at the top of your pages. Make sure you have your content first and foremost, at the top of the page. Any banners or links that point visitors away from your site should be placed lower than the main text that explains the purpose of your site. Not only will you retain your site visitors (they aren’t clicking away from your site), but the search engines don’t spider away from your site. Try to place your own links within your website first, before external links.

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