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Chapter 5. The Heart and Soul of E-Servi... > PROVIDE E-SERVICE BY MANAGING YOUR E...

PROVIDE E-SERVICE BY MANAGING YOUR E-MAIL COMMUNICATIONS

Chapter 4, “Managing the Barrage of E-mail,” provided a system for organizing, processing, and decluttering your e-mail communications. This section shows you how to apply these strategies using our Heart and Soul of E-service Process.

Organizing

To provide excellent customer service, you must have a system for organizing customer-related transactions, including e-mail communications. Whether you use paper-based files, spreadsheets, databases, contact management software, or CRM systems, you need accurate, complete, and up-to-date records of your organization's interactions with your customers. Having organized records helps you answer customers' questions, solve their problems, and suggest value-added products and services by giving you access to information about your customers' order history, preference, and experiences with your organization.


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