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Exercises

1: How can e-mail users create an expert persona?
2: The customer service department of a company sends e-mail clarifications to hundreds of customer queries every day.

A recent analysis showed that the customers were not satisfied with the responses sent to their queries. A causal analysis revealed that the customers were not able to understand the clarification provided to them. Therefore, they had to send repetitive mails stating the same problem.

What concepts of interpersonal communication should the customer service department keep in mind while sending clarifications to the queries?




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