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Chapter 5. The Heart and Soul of E-Servi... > WE SHOULD APPLY THE SIX NETIQUETTE G...

WE SHOULD APPLY THE SIX NETIQUETTE GUIDELINES TO E-SERVICE

Chapter 2, “Business Netiquette: Being a Good E-mmunity Netizen at Work,” presented six Netiquette guidelines to provide a map of how to be a good electronic community Internet citizen at work. This section links the Netiquette guidelines to quality customer service skills. Applying the six Netiquette guidelines to e-service will help you exceed customer expectations and build loyal customers.

“…the e-mail response is a transaction between customer and company that the customer can, and does, use to judge both the company concern for the customer's unique needs and problems and the company's responsiveness skills.”

—Zemke and Connellan, 2000



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