Goodwill messages may convey congratulations,sympathy,or rejection.
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Q2: Because IMs are personalized, you may want
Q18: The reader is less likely to omit
Q20: Consider writing a neutral message when you
Q22: Some customer requests are so trivial or
Q22: Before announcing the "good news" in your
Q24: When using IM, avoid abbreviations, such as
Q25: An effective response to a customer inquiry
Q36: Whether you use email or IMs, you
Q37: Companies typically respond to critical online customer
Q38: A simple request should be treated as
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