We live in the age of technology and information, where communications from across the globe can take place within a matter of seconds. Although it quickly connects us, it can also feel more isolating all at the same time. Communicating with customers via email is typically easier, and less stressful, than a voice-to-voice phone call, but it also provides a platform for customers to comfortably release more frustrations than they may typically over the phone. Despite the headaches we sometimes get reading an email from an angry customer, we have to remember that every customer service email is an opportunity to build a stronger relationship. Email and Live Chat (especially Social Media) supersede phone calls today, so let’s dissect the anatomy of what written responses should look like, even for the most upset of customers.