E Mail Etiquette 4[1]

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E-mail EtiquetteE-mail Etiquette

Customer Care and Professionalism Customer Care and Professionalism while answering E-mailswhile answering E-mails

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Why is email etiquette important?Why is email etiquette important?

We all interact with the printed word as We all interact with the printed word as though it has a personality and that though it has a personality and that personality makes positive and negative personality makes positive and negative impressions about us to the customers.impressions about us to the customers.

It is crucial that you follow the basic rules It is crucial that you follow the basic rules of etiquette to construct an appropriate tone.of etiquette to construct an appropriate tone.

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The elements of email etiquetteThe elements of email etiquette

General formatGeneral format Writing Writing

ResponsesResponses

Delivering informationDelivering information Delivering bad newsDelivering bad news

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General Format: The BasicsGeneral Format: The Basics

Write a salutation for each Write a salutation for each new subject email.new subject email.

Try to keep the email brief Try to keep the email brief (one screen length).(one screen length).

Return emails within the Return emails within the time limit.time limit.

Check for punctuation, Check for punctuation, spelling, and grammatical spelling, and grammatical errorserrors

Use caps when Use caps when appropriate.appropriate.

Format your email for Format your email for plain text plain text

Use a font that has a Use a font that has a professional or neutral professional or neutral look.look.

Do not forget to sign.Do not forget to sign.

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General Format: Lists and BulletsGeneral Format: Lists and Bullets

When you are writing When you are writing directions or want to directions or want to emphasize important emphasize important points, number your points, number your directions or bullet directions or bullet your main points.your main points.

For example,For example,1)1) Place the paper in Place the paper in

drawer A.drawer A.2)2) Click the green Click the green

“start” button“start” button..Another example, Another example, • Improve customer Improve customer

satisfaction.satisfaction.• Empower employees.Empower employees.

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General Format: ToneGeneral Format: Tone

• Write in a positive toneWrite in a positive tone

““When you complete the report.” instead of “If When you complete the report.” instead of “If you complete the report.”you complete the report.”

• Avoid negative words that begin with “un, non, Avoid negative words that begin with “un, non, ex” or that end with “less” ex” or that end with “less” (useless, non-(useless, non-existent, ex-employee, undecided).existent, ex-employee, undecided).

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General idea: AttitudeGeneral idea: Attitude

There are times when There are times when there is too much there is too much workload.workload.

But, it is in your hands But, it is in your hands how to use that how to use that opportunity.opportunity.

More E-mails means More E-mails means More Quality+Much More Quality+Much Quantity = incentiveQuantity = incentive

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General Tips for Electronic Mailing ListsGeneral Tips for Electronic Mailing Lists

Avoid discussing private concerns and issues.Avoid discussing private concerns and issues. Avoid phrases like “regarding your mail, as per Avoid phrases like “regarding your mail, as per

your e-mail, as I told you, to do the same, you your e-mail, as I told you, to do the same, you need to..”need to..”

Change the subject heading to match the content Change the subject heading to match the content of your message.of your message.

When there is confusion, do not hesitate to When there is confusion, do not hesitate to approach your seniors. approach your seniors.

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When your message is longWhen your message is long

Follow the step-by-step policy.Follow the step-by-step policy. Provide a table of contents on the first Provide a table of contents on the first

screen of your e-mail.screen of your e-mail. If you require a response from the reader If you require a response from the reader

then be sure to request that response in the then be sure to request that response in the last paragraph of your e-mail with the last paragraph of your e-mail with the requested information.requested information.

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Delivering InformationDelivering Information

Provide as much Provide as much information as information as possible – multiple possible – multiple solutions.solutions.

Offer the reader an Offer the reader an opportunity to get opportunity to get back to you if the back to you if the information in the e-information in the e-mail is too confusing.mail is too confusing.

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Delivering Bad NewsDelivering Bad News

Deliver the news in a Deliver the news in a passive way.passive way.

Avoid blaming Avoid blaming statements.statements.

Avoid hedging words Avoid hedging words or words that sound or words that sound ambiguous.ambiguous.

Maintain a positive Maintain a positive tone.tone.

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Delivering Bad NewsDelivering Bad News

Deliver the news in a passive Deliver the news in a passive way:way:

“ “ I regret to inform you that I regret to inform you that we are unable to order we are unable to order new computers this new computers this quarter due to budget quarter due to budget cuts.”cuts.”

Avoid blaming:Avoid blaming:““I think it will be hard to I think it will be hard to

recover from this, but recover from this, but what can I do to help?”what can I do to help?”

Avoid using “weasel words” Avoid using “weasel words” or hedging:or hedging:

““Our pricing structure is Our pricing structure is outdated.”outdated.”

More examples of hedging More examples of hedging are:are:

Intents and purposes such as Intents and purposes such as

Possibly, most likelyPossibly, most likely

Perhaps, maybePerhaps, maybe

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Answering a complaintAnswering a complaint

• Explain the attempts Explain the attempts you made previously you made previously to resolve the problem.to resolve the problem.

• Explain the limitations Explain the limitations of e-mail support of e-mail support before redirecting the before redirecting the customer.customer.

• Show why it is critical Show why it is critical for the problem to be for the problem to be resolved by Phone resolved by Phone support.support.

• Offer suggestions on Offer suggestions on ways you think it can ways you think it can be resolved or how be resolved or how you are willing to help you are willing to help in the matter.in the matter.

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Answering a complaint Answering a complaint

Ask for help and offer a resolution:Ask for help and offer a resolution:““Please let me know what other options I may have Please let me know what other options I may have

overlooked. I am willing to help you. If the above overlooked. I am willing to help you. If the above solution does not solve the problem, please get solution does not solve the problem, please get back to us with the following additional back to us with the following additional information:” can be information:” can be

““Please include all other options which are Please include all other options which are overlooked. If the above solution does not solve overlooked. If the above solution does not solve the problem, please get back to us with the the problem, please get back to us with the following additional information:”following additional information:”

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Do not take your reader by surprise or press them to the wallDo not take your reader by surprise or press them to the wall

• Do not wait until the Do not wait until the end of the mail to end of the mail to introduce a problem or introduce a problem or concern.concern.

• Avoid writing a list of Avoid writing a list of solutions that you have solutions that you have been collecting for a been collecting for a long period of time.long period of time.

• Give a relevant answer Give a relevant answer to the problem.to the problem.

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Think twiceThink twice

• Before you send an e-Before you send an e-mail message, ask mail message, ask yourself, “would I say yourself, “would I say this to this person’s this to this person’s face?”face?”

• Calm down before Calm down before responding to a responding to a message that offends message that offends you. Once you send you. Once you send the message, it is gone.the message, it is gone.

Read your message Read your message twice before you send twice before you send it and assume that you it and assume that you may be misinterpreted may be misinterpreted when the customer is when the customer is reading your response reading your response if the response is not if the response is not clear. So frame simple clear. So frame simple sentences instead of sentences instead of complex sentences.complex sentences.

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Responding to a negativeResponding to a negative

Empathize with the Empathize with the sender’s frustration and sender’s frustration and tell them that they are tell them that they are right if that is trueright if that is true

If you feel they are right, If you feel they are right, thank them for bringing thank them for bringing the matter to your the matter to your attentionattention

Explain what led to the Explain what led to the problem in questionproblem in question

Avoid getting bogged Avoid getting bogged down by details and minor down by details and minor argumentsarguments

If you are aware that the If you are aware that the situation is in the process situation is in the process of being resolved let the of being resolved let the reader know at the top of reader know at the top of the responsethe response

Apologize if necessaryApologize if necessary

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Handling Non-US CustomersHandling Non-US Customers

Agent: The serial number seems to be non-US.

Negative reaction: Oh boy !!!! ????????????? Not another non US Customer ?? < Give ready-made kana solution>

Positive reaction: then there are 2 ways here:

Case 1: got the solution: IF YOU CAN PROCURE DETAILS, DO IT AND GO THE EXTRA MILE TO SUPPORT YOUR CUSTOMER

Case 2: No solution: address the issue first, explain the limitation in a very effective manner so that he understands your justification, then followed by <kana solution>.

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AcknowledgementAcknowledgement

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Why do we acknowledgeWhy do we acknowledge

To express recognition of a person, writing or a To express recognition of a person, writing or a message.message.

To express thanks or gratitude.To express thanks or gratitude. To admit the information givenTo admit the information given To convey acceptance of the message.To convey acceptance of the message. To appreciate efforts already taken by the To appreciate efforts already taken by the

customer.customer. To create a personal touch to theTo create a personal touch to the dialoguesdialogues..

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When should you acknowledge?When should you acknowledge?

Information given about the product.Information given about the product. Troubleshooting steps adopted earlier.Troubleshooting steps adopted earlier. Customers explain efforts taken earlier by Customers explain efforts taken earlier by

them or by their friends.them or by their friends. Customers need empathy.Customers need empathy.

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Customer Care OrientationCustomer Care Orientation

Tips for an effective responseTips for an effective response

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At the core of your tone, you need to have At the core of your tone, you need to have these specific qualities:these specific qualities:

Courtesy: Courtesy: The language used in your responses must The language used in your responses must always show respect and courtesy. Your instructions always show respect and courtesy. Your instructions should sound like recommendations and not commands.should sound like recommendations and not commands.

Good Example:Good Example: To resolve the printer issue, please follow the steps below:To resolve the printer issue, please follow the steps below: Bad Example:Bad Example: To resolve your issue, you will have to go through the To resolve your issue, you will have to go through the

following stepsfollowing steps..

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Clarity/Enthusiasm: Clarity/Enthusiasm: This is actually part of This is actually part of courtesy since, you, as a writer, are adapting to the courtesy since, you, as a writer, are adapting to the customer’s level of understanding. Avoid long complex customer’s level of understanding. Avoid long complex sentences and unclear or ambiguous terms. Use positive sentences and unclear or ambiguous terms. Use positive statements which show your interest and commitment.statements which show your interest and commitment.

Good Example:Good Example: A solution for this question may be available at….A solution for this question may be available at…. Bad Example:Bad Example: We don’t have an answer for that. Probably, you can try We don’t have an answer for that. Probably, you can try

out at this………….out at this………….

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Helpfulness:Helpfulness: As a part of the personal tone, helpfulness As a part of the personal tone, helpfulness combines a friendly quality and a “willing” attitude”. For combines a friendly quality and a “willing” attitude”. For your writing to reflect these attributes, you should sound as your writing to reflect these attributes, you should sound as if you are eager to solve the customer’s issue. If unable to if you are eager to solve the customer’s issue. If unable to resolve the issue, you can always provide valuable resolve the issue, you can always provide valuable alternatives.alternatives.

Good Example:Good Example: To successfully install the software for your modem, follow To successfully install the software for your modem, follow

the steps below.the steps below. Bad Example:Bad Example: The steps below may successfully install the software for The steps below may successfully install the software for

your modem.your modem.

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Empathy:Empathy: Identification and understanding with the Identification and understanding with the thoughts and feelings or another.thoughts and feelings or another. Use an empathy Use an empathy statement when the tone of the customer inquiry statement when the tone of the customer inquiry indicates frustration or anger. indicates frustration or anger.

Examples:Examples: I can understand the frustration you are I can understand the frustration you are

experiencing with installing the software for the experiencing with installing the software for the Notebook.Notebook.

I truly regret that your previous email went I truly regret that your previous email went unansweredunanswered..

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CustomizationCustomization

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Importance of CustomizationImportance of Customization

It helps the customer to understand the It helps the customer to understand the information easily and apply the solution information easily and apply the solution effectively.effectively.

The customer feels good for the helpful The customer feels good for the helpful and personal service.and personal service.

The CR feels happy because all his polls The CR feels happy because all his polls are in T2.are in T2.

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Importance of customizationImportance of customization

Though Kbase articles contain current Though Kbase articles contain current information about the client’s products that may information about the client’s products that may also be available client’s website, the customer also be available client’s website, the customer has chosen to write to us with a request for help.has chosen to write to us with a request for help.

Why??Why?? They prefer a response from a person and not a They prefer a response from a person and not a

machine.machine. Customization provides the personal attention, Customization provides the personal attention,

detail, human touch and guidance that the detail, human touch and guidance that the customer wants.customer wants.

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Importance of saying”No” positivelyImportance of saying”No” positively

Customer: “I bought this computer Customer: “I bought this computer specifically because I want to print out specifically because I want to print out documents from it – but it doesn’t work with documents from it – but it doesn’t work with Windows XP. And you manufactured BOTH Windows XP. And you manufactured BOTH of them. What do you plan to do for me?”of them. What do you plan to do for me?”

Response:The printer is not supported Response:The printer is not supported by Microsoft’s Windows XP operating system. by Microsoft’s Windows XP operating system. You could potentially look at 3You could potentially look at 3rdrd party party developed drivers as a potential solution.developed drivers as a potential solution...

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Importance of saying “No” positivelyImportance of saying “No” positively

Customer: “Customer: “I don’t want to call tech support – I want I don’t want to call tech support – I want you to handle this for me. They take too long to you to handle this for me. They take too long to answer the phone.”answer the phone.”

Response: Response: “I would like to consider this issue “I would like to consider this issue resolved as well. And our customer feedback to resolved as well. And our customer feedback to us has been that a phone call was the best us has been that a phone call was the best avenue to resolve this particular issue regarding avenue to resolve this particular issue regarding warranty status, and best customer service is warranty status, and best customer service is always our goal. “always our goal. “

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Let us check ourselvesLet us check ourselves

To solve the problem, perform the To solve the problem, perform the troubleshooting steps provided in the troubleshooting steps provided in the following. If the problem persists, please following. If the problem persists, please write back to us with outcome of the issue, write back to us with outcome of the issue, so that we can investigate the issue further. so that we can investigate the issue further.

To troubleshoot situations where you cannot To troubleshoot situations where you cannot connect to secure Web sites using Internet connect to secure Web sites using Internet Explorer, try the following proceduresExplorer, try the following procedures

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Let us check ourselvesLet us check ourselves

You need to install the driver for the sound You need to install the driver for the sound card installed in your Notebook to resolve card installed in your Notebook to resolve the problemthe problem

The issue you have stated is a hardware The issue you have stated is a hardware problemproblem

All you have to do at this point is, uninstall All you have to do at this point is, uninstall and reinstall the display drivers again.and reinstall the display drivers again.

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Meeting Customer’s ExpectationsMeeting Customer’s Expectations

What is the customer’s expectation?What is the customer’s expectation?

A customized and relevant solution for his A customized and relevant solution for his problemsproblems

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Meeting customer’s expectationsMeeting customer’s expectations

Issue :Issue :Customer said that "Help and Customer said that "Help and Support" function under the Start menu Support" function under the Start menu never recognizes Internet connection and never recognizes Internet connection and he has several unsent tech support help he has several unsent tech support help emails waiting in the Outbox. He has emails waiting in the Outbox. He has DSL connection and some times unable DSL connection and some times unable to browse pages on internet and email to browse pages on internet and email program is unable to find its server and program is unable to find its server and he is thinking it is due to Sychost.he is thinking it is due to Sychost.

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Meeting Customer’s expectationsMeeting Customer’s expectations

CR ’s mistake: CR ’s mistake: CR has misunderstood the CR has misunderstood the problem with the Help and support.problem with the Help and support.

Appropriate Solution: Appropriate Solution: The problem with the "Help and The problem with the "Help and Support" is due to the problem with the HP instant support. Support" is due to the problem with the HP instant support. As there no specific instant support update available for As there no specific instant support update available for Pavilion m270n, we can ask the customer to download Pavilion m270n, we can ask the customer to download general windows xp "Instant Support Software Update." general windows xp "Instant Support Software Update." The following is the "Instant Support Software Update" The following is the "Instant Support Software Update" URL: URL: http://instantsupport.hp.com/update/030227/mpchwrapper.http://instantsupport.hp.com/update/030227/mpchwrapper.htmhtm

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Issue: VC is receiving an error message "off hook" Issue: VC is receiving an error message "off hook" when HP 1230 fax machine tries to receive a fax when HP 1230 fax machine tries to receive a fax until the caller hung up. There is no dial tone on until the caller hung up. There is no dial tone on phone when connected to the fax.phone when connected to the fax.

CR ’s mistake:Agent provided the same steps, VC CR ’s mistake:Agent provided the same steps, VC have tried on the web sitehave tried on the web site

Appropriate Solution:Agent should customize the Appropriate Solution:Agent should customize the article saying "I'm not sure of the steps you have article saying "I'm not sure of the steps you have tried, I recommend you try the following steps in tried, I recommend you try the following steps in order," then provide the alternate solution.order," then provide the alternate solution.

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Meeting Customer’s expectationsMeeting Customer’s expectations

Issue: VC is unable to print from website Issue: VC is unable to print from website using the PSC 1100.using the PSC 1100.

CR ’s mistake:Agent misunderstood the CR ’s mistake:Agent misunderstood the inquiry and requested the VC to perform the inquiry and requested the VC to perform the test pagetest page

Appropriate Solution: Agent should have Appropriate Solution: Agent should have provided the Kana article "bpu01105" as provided the Kana article "bpu01105" as VC is unable to print from web site.VC is unable to print from web site.

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Issue:VC want to know reason for not providing Issue:VC want to know reason for not providing the printer drivers on the web site.the printer drivers on the web site.

CR ’s mistake:Agent did not provide the reasons CR ’s mistake:Agent did not provide the reasons for not providing the printer drivers on the for not providing the printer drivers on the websitewebsite

Appropriate Solution: Agent should mentioned Appropriate Solution: Agent should mentioned that due to the large size of the printer drivers, it that due to the large size of the printer drivers, it is not available for downloadis not available for download

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Issue: VC is receiving the printer setup Issue: VC is receiving the printer setup wizard when ever the computer is turned onwizard when ever the computer is turned on

CR ’s mistake: Agent provided the cartridge CR ’s mistake: Agent provided the cartridge alignment steps, where as the issue is with alignment steps, where as the issue is with the installation of the printer software.the installation of the printer software.

Appropriate Solution: Agent should have Appropriate Solution: Agent should have provided un installation and reinstalling of provided un installation and reinstalling of printer software steps for the OJ T45.printer software steps for the OJ T45.

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ComprehensionComprehension

Issue: The printout are torn when printing Issue: The printout are torn when printing from the OJ 7100.from the OJ 7100.

CR ’s mistake: Agent informed VC that CR ’s mistake: Agent informed VC that issue is due to hardware malfunction and issue is due to hardware malfunction and provided the troubleshooting stepsprovided the troubleshooting steps

Appropriate Solution: Agent should have Appropriate Solution: Agent should have provided Kana article "bpu03110."provided Kana article "bpu03110."

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Comprehension Comprehension

Issue: The PSC 750 printer is printing color Issue: The PSC 750 printer is printing color in only in draft mode, where as it prints in in only in draft mode, where as it prints in gray scale in other modes. VC have tried gray scale in other modes. VC have tried self test and troubleshooting provided in the self test and troubleshooting provided in the web siteweb site

CR ’s mistake: The agent comprehended CR ’s mistake: The agent comprehended wrongly and provided incorrect wrongly and provided incorrect troubleshooting steps.troubleshooting steps.

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Appropriate Solution:Appropriate Solution:

Agent should have restated the inquiry as "I Agent should have restated the inquiry as "I see that the computer print color only in see that the computer print color only in draft mode" and provide the color not draft mode" and provide the color not printing troubleshooting steps.printing troubleshooting steps.

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Issue: VC want to use the HP 920 fax machine to Issue: VC want to use the HP 920 fax machine to send and receive faxes using the Presario send and receive faxes using the Presario computercomputer

CR ’s mistake: Agent did not understand the CR ’s mistake: Agent did not understand the inquiry and provided steps to setup the HP 920 fax inquiry and provided steps to setup the HP 920 fax machinemachine

Appropriate Solution: Agent should have Appropriate Solution: Agent should have informed to try the download as he has already informed to try the download as he has already performed the steps. If the problem persists, set performed the steps. If the problem persists, set up service.up service.

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Issue:Issue:The drive will play music cd's but I am now The drive will play music cd's but I am now unable to install or open anything elseunable to install or open anything else

CR ’s mistake: CR provided reinstalling DirectX CR ’s mistake: CR provided reinstalling DirectX and updating modem drivers.and updating modem drivers.

Appropriate Solution:Appropriate Solution:The issue is with CD The issue is with CD drive and agent needs to provide the CD drive drive and agent needs to provide the CD drive troubleshooting steps.troubleshooting steps.

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ComprehensionComprehension Issue: System is showing the total memory as 112 MB Issue: System is showing the total memory as 112 MB

and making loud noise.and making loud noise. CR’s mistake: Without providing any information or CR’s mistake: Without providing any information or

troubleshooting steps, agent redirected the customer to troubleshooting steps, agent redirected the customer to Service center, which is unacceptable. Also, agent haven't Service center, which is unacceptable. Also, agent haven't provided the service center locator URL and instead provided the service center locator URL and instead provided the technical support phone number. provided the technical support phone number.

Appropriate Solution:Appropriate Solution:The Pavilion 7935 memory is shared The Pavilion 7935 memory is shared memory architecture and the video card uses 16MB of the memory architecture and the video card uses 16MB of the total memory. The system properties will display that total total memory. The system properties will display that total amount of RAM as 112MB only. This is not an issue and amount of RAM as 112MB only. This is not an issue and is by design. Regarding the system freezing, I is by design. Regarding the system freezing, I

recommend you perform the following proceduresrecommend you perform the following procedures::

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Issue: VC is unable to scan from HP PSC Issue: VC is unable to scan from HP PSC 750 scanner to director.750 scanner to director.

CR ’s mistake: Agent misunderstood the CR ’s mistake: Agent misunderstood the inquiry and provided software inquiry and provided software troubleshootingtroubleshooting

Appropriate Solution: Agent should inform Appropriate Solution: Agent should inform the VC to perform Semi FullReset to set the the VC to perform Semi FullReset to set the settings of the printer and try again.settings of the printer and try again.

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Issue: Customer want to know from where he can Issue: Customer want to know from where he can get the Preinstalled Software information for get the Preinstalled Software information for Pavilion Notebook model ze4240Pavilion Notebook model ze4240

Agent’s mistake: Agent did not followed ERT and Agent’s mistake: Agent did not followed ERT and the tiny url provided is not working.the tiny url provided is not working.

Appropriate Solution: Agent should follow ERT Appropriate Solution: Agent should follow ERT restating the customer's question and also include restating the customer's question and also include the original URL of HP website.the original URL of HP website.

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Issue: Customer's product in his query is a Issue: Customer's product in his query is a Pavilion Desktop.Pavilion Desktop.

CR’s mistake: Agent responded with a CR’s mistake: Agent responded with a solution where as he is supposed to route to solution where as he is supposed to route to Pavlion Desktop SupportPavlion Desktop Support

Appropriate Solution: Agent should have Appropriate Solution: Agent should have routed the query to Pavilion Desktops routed the query to Pavilion Desktops support.support.

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Issue: Display on the customer's n5470 Notebook Issue: Display on the customer's n5470 Notebook goes off randomly.goes off randomly.

Cr’s mistake: Agent provided the steps to run full Cr’s mistake: Agent provided the steps to run full System Recovery.System Recovery.

Appropriate Solution: The reason for this problem Appropriate Solution: The reason for this problem is due to back light cable worn off. This causes to is due to back light cable worn off. This causes to make the display go off at any time or if the make the display go off at any time or if the display panel is moved. Agent should have display panel is moved. Agent should have directly mentioned that this is a hardware problem directly mentioned that this is a hardware problem suggested to contact Technical Support.suggested to contact Technical Support.

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ComprehensionComprehension Issue: The DVD/D-RW of customer's Notebook will read Issue: The DVD/D-RW of customer's Notebook will read

music CDs but does not read data CDsmusic CDs but does not read data CDs CR’s mistake: Agent did mentioned the cause of the CR’s mistake: Agent did mentioned the cause of the

problem and provided creating a Restore Point and then problem and provided creating a Restore Point and then restoring the system to that point.restoring the system to that point.

Appropriate Solution: This problem may be due to Appropriate Solution: This problem may be due to corrupted drivers of DVD/CD-RW drive and should first corrupted drivers of DVD/CD-RW drive and should first provide the steps to reinstall the drivers for the drive. provide the steps to reinstall the drivers for the drive. Regarding the system solution, as Windows XP Regarding the system solution, as Windows XP automatically creates restore points, agent should provid the automatically creates restore points, agent should provid the steps to restore the system to a previous date this problem steps to restore the system to a previous date this problem didn't occurred. Creating a restore point and restoring the didn't occurred. Creating a restore point and restoring the system to that point will not solve the problemsystem to that point will not solve the problem..

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Issue: every time I boot up I get the same Issue: every time I boot up I get the same message."hp Photo& Imaging 2.0 all-in-one message."hp Photo& Imaging 2.0 all-in-one drivers is trying to load, THEN The feature you drivers is trying to load, THEN The feature you are trying to use is on a cd-rom or ohter removble are trying to use is on a cd-rom or ohter removble disk that is not available. Insert the HP Photo & disk that is not available. Insert the HP Photo & Imaging 2.0." When I load the disk that came with Imaging 2.0." When I load the disk that came with the unit I'm told the drivers are already installed. the unit I'm told the drivers are already installed. Have un-installed and re-installed disk twice and Have un-installed and re-installed disk twice and still get the message. Can you help?still get the message. Can you help?

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CR ’s mistake : CR ’s mistake : Dear Lyle,Thank you for Dear Lyle,Thank you for contacting HP Total Care.I understand that you are contacting HP Total Care.I understand that you are experiencing problem every time you boot up and experiencing problem every time you boot up and you get the same message. "Insert the HP Photo & you get the same message. "Insert the HP Photo & Imaging 2.0."After you performing uninstalling Imaging 2.0."After you performing uninstalling and reinstalling disk couple of times, the issue is and reinstalling disk couple of times, the issue is being solved.I recommend you that to uninstall being solved.I recommend you that to uninstall again with the help of "Software Cleanup again with the help of "Software Cleanup Utility."The provided link will uninstall completely Utility."The provided link will uninstall completely which are related to PSC 2110 series: which are related to PSC 2110 series: ftp://ftp.hp.com/pub…ftp://ftp.hp.com/pub…

What is the right way of writing this response???What is the right way of writing this response???

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SummarySummary

A response should reflect the following:A response should reflect the following: Empathy for the customer.Empathy for the customer. Appreciation for customer’s efforts in working for a Appreciation for customer’s efforts in working for a

solution and appropriate acknowledgment to customer solution and appropriate acknowledgment to customer issue/information.issue/information.

Comprehend the query properly.Comprehend the query properly. Friendly, professional, and courteous toneFriendly, professional, and courteous tone Interest and commitment in resolving the customer’s Interest and commitment in resolving the customer’s

issue.issue. The agent should meet the customer’s expectations.The agent should meet the customer’s expectations. Address customer’s fears and frustrations.Address customer’s fears and frustrations.

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Thanks a Lot!!!Thanks a Lot!!!

Don’t forget:Don’t forget:

Use” Issue” instead of problemUse” Issue” instead of problem

Use” web site” or “URL” instead of linkUse” web site” or “URL” instead of link

Career

E Mail Etiquette 4[1]