Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents, Fourth Edition

Clear, Correct, Concise E-Mail is a writing workbook for customer service agents who answer e-mail queries. The self-paced workbook uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers.

The workbook includes a test to assess writing skills; chapters on spelling and word use, punctuation, tone, clarity and conciseness. Agents will learn how to write for global customers. More than 35 writing exercises let agents practice writing skills. Checklists and other writing tools help agents complete writing exercises and write effective e-mails on the job.