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Chapter 13. Email > Unanswered emails

Unanswered emails

When people are asked what they think about people who do not return phone calls, the answer usually is, “Not very much.” The same can be said about people who do not return emails. If your company uses email to communicate with customers, be ultra-responsive. Rapid response is looked at as excellent customer service. You may have heard horror stories about companies that take days— sometimes weeks—answering a simple request from a customer on email. As with not returning phone calls, not responding to emails is considered rude and definitely regarded as poor customer service.


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