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Chapter 5. The Heart and Soul of E-Servi... > THE GOOD, THE BAD, AND THE UGLY OF E...

THE GOOD, THE BAD, AND THE UGLY OF E-SERVICE

Chapter 1, “E-mail: The Good, the Bad, & the Ugly,” presented the advantages and disadvantages of communicating through e-mail. In this section, we will look at how customer service delivered over e-mail can be good, bad, or downright ugly.

Reflection Activity

The Good of E-Service

1:As a customer, what e-mails have you received that offered something of value to you?
2:As a customer service representative or an internal service provider, what are some effective ways you have used e-mail in your organization?



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