Imagine that you manage the customer service division at an online auction company. As part of your job, you're evaluating the current frequently asked questions on the Customer Support page of the website. You continually update these questions to give customers quick answers and to prevent unnecessary contact with the customer service associates. You're planning a meeting with five customer service associates at the company headquarters to decide what, if any, changes to make to the current questions. You have some data about which current questions are accessed most frequently on the website, and you would like to hear from the associates what additional questions they typically receive by email and by chat. To plan the meeting, you prepare an email to the associates. Process
1. What is the purpose of this meeting, and why is a meeting necessary?
2. What is the best format for the meeting (in person, teleconference, online, or videoconference)? Why is this format the best choice?
3. What will you include in the meeting agenda? How can you make sure the agenda is detailed enough?
4. How can you inspire associates to come to the meeting prepared?
5. What else will you include in your email? Product Write an email to the customer service associates.
Book ref: Newman, Amy; Ober, Scot. Business Communication: In Person, In Print, Online (Page 95).