01 - Introduction
02 - 1. Answer the Customer's Question
03 - 2. Show Customers You've Read Their Email
04 - 3. If You Must Apologize, Be Sincere
05 - 4. Customize Templates to Avoid Sounding Robotic
06 - 5. Build Your Email Writing Skills to Build Your Career
07 - Conclusion
Exercise Files
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Avoid Cliched Language
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Can You Spot the Mistakes
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Chapter 01 Challenge
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Chapter 01 Solution
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Chapter 02 Challenge
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Chapter 02 Solution
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Chapter 03 Challenge
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Chapter 03 Solution
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Chapter 04 Challenge
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Chapter 04 Solution
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Eight Traits
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Email Self Assessment
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Empathy Statements
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Paraphrase Handout
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Template Rewrite Planning Sheet
