Recommended Texts

Unlike all other texts in the field, which emphasize paper documents and outdated practices, only Bovée and Thill present the full range of electronic media that students will need to know to meet employer expectations.
Business Communication Today,
9th Ed.
Excellence in Business Communication,
8th Ed.
Take a Tour
Business Communication Essentials,
3rd Ed.

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Customer Service

Customer Support on the Web: Do Not Call Us, We Will Call You

Wednesday, December 12th, 2007

When customers arrive at a website, they have goals and tasks they want to complete—for example, buying a movie ticket, transferring money, signing up for a service, applying for a loan, asking for help, and so on.
An important requirement for a website is the ability for customers to serve themselves, so they can generally […]

This Is the Sorriest Story I Ever Heard

Thursday, January 4th, 2007

When you’ve done wrong or made a mistake, nothing commands respect like a sincere apology. But when business people routinely say: “Sorry, I can’t take your call,” or “Sorry, I kept you waiting,” does anyone believe they mean it? Technorati Tags : Apologies

Customer Service Blogs Come to the Rescue

Friday, December 29th, 2006

As a means of starting and maintaining conversations between all interested parties, blogs are almost without equal. Business, public relations, and customer service blogs are even more valuable when problems arise.  More . . . Technorati Tags : blogging, customer-service, problem-solving

Gripe Sites Raise Some Interesting Legal Issues

Tuesday, December 19th, 2006

Who would you imagine owns the domain “FordSucks.com?” Would it surprise you to learn it’s the Ford Motor Company? Clearly, Ford owns it to control it and prevent somebody else from posting a “gripe” site there. “Sucks” at the end of a trademarked name is just one common way to post […]

New Survey Reveals: People Prefer the Personal Touch When Saying “Thanks”

Tuesday, October 31st, 2006

Much to the surprise of
etiquette experts, the
number of people who send
thank you notes is rising -
and they aren’t
using email to do it. A
recent survey by
Soleberry.com
(www.soleberry.com), an
online stationery boutique,
reveals that roughly three
times as many people send
a handwritten note to say
“Thanks” than send an
email. In fact, even
people’s pets are
getting into the act: 20%
of survey respondents
write thank you notes on
their behalf. “I think
it’s quite civilized
myself,” says Gabrielle
Dudnyk, Soleberry’s
founder and, not
coincidentally, pet owner.
New Survey Reveals:
People Prefer The Personal
Touch When