By Scott Hornstein
We need immediate triage when it comes to the written word, specifically the messages we receive from companies via email social media, chat and mobile in response to our questions.
It appears to be a perfect storm, where our need for an answer clashes with experience and ability and the result is a mess. Our request is sent adrift on the roiling waters of grammar, tone and accuracy. Let’s face it, the customer service folks are the least experienced, least paid and least empowered.
The attached article suggests three strategies and three tactics for ensuring unflinching quality in written correspondence no matter what medium.
A friend shared a great quote, “Quality is remembered long after price is forgotten”. Rings true.