Compose G.R.E.A.T. e-mails
• Goal: What is the purpose of the e-mail?
• Relevant facts: Have I provided enough upfront information?
• Emotional tone: What mood have I set for this e-mail?
• Action: Have I made a specific request?
• Timeframe: Have I told the reader by when I need a response or action taken?
Customer Service for Dummies
by Karen Leland, Keith Bailey, Giles H. Bateman
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