An ePolicy Institute client shared an e-mail message she received from an online retailer's customer service department. In the e-mail response to the woman's customer complaint letter, a customer service representative wrote: "We did everything we said we would do. Problem is, you don't read. Please do not return to us as a customer, since you are exactly the type we do not want. Our rating of you is: Ignorant and enjoys it."
Want to bet senior management has no idea the customer service department is sending this type of inflammatory, offensive e-mail?
What about your employees? Have you told your employees what they are and are not allowed to transmit via e-mail and the Internet? Have you given your employees rules to write by, including CyberLanguage and Netiquette guidelines? Have you notified staff that management has the right (and the intention) to read everything that's transmitted via the e-mail and Internet system? Do you conduct ongoing e-mail training?
