Telemarketing-Training For Multi-tasking (1,018 words)

Because e-mail recipients often "preview" and discard e-mail without opening it if the subject line and first sentence don't get their attention, correspondents should expend most effort on composing the opening sentence. They must begin with the essential content. "We're so sorry the widget was broken and will send a replacement today," is much stronger than "Thank you for letting us know there was a problem with the widget." If the response is not a turnaround reply, a cogent subject line is very important.