How to Handle Customer E-mails Like a Pro

Sometimes as part of my work I'm asked to mediate between customers and website owners in dispute. As such, I get to read e-mail correspondence between both parties and I'm often appalled at what I read. One client wrote to company X to find out why it was taking them so long to apply a credit they owed to her credit card. The customer service agent for company X sent this reply: Dear Madam: We received your inquiry. Your refund will be credited to your account within 7 to 10 business days. If you had read our policy statement, you would know this. I hope this fully answers your question. Regards, Company X Whoa! Snarky. These days, a large volume of customer service communication is done by e-mail because it's so cheap and (potentially) fast. But one of the drawbacks is that it's so easy to leave the wrong impression, to say things in cyber space that you would never say over the phone or face to face. Here are a few tips you can use to improve your online customer relations.