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I really loved this topic, Sybil. I get e-mails all the time that just start talking to/at me, and even when it's someone I know well or a friend, the e-mail can sound harsh. I prefer to almost always use a greeting and salutation of some sort, to avoid being perceived as in a rush, uncaring or rude. And how true, you never know who will be getting a forward, reply all, etc.
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Good question, Sybil--what is happening to customer service these days? It's the personal touch that is gone in many cases. It does seem almost impossible to get a live person on the phone. I don't know anyone who likes the automated messages--press 1 for, 2 for...10 for, but apparently it's the only way most companies can afford to handle their overwhelming number of inquiries? I usually try pushing zero or double zero right away to get a "live" person.
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May 3, 2011