Interview with Heidi and Betty: Customer Service Email Superstars at Cabela’s

In this blog, I often comment on the best (and worst) ways to write email to customers. Today, I'm honored to feature two excellent, productive customer service agents who do this important work. Heidi Ossian and Betty Nielsen work for the hunting, fishing, and camping retailer Cabela's. I jumped at the chance to interview them and get their perspective on first contact resolution, the importance of correct grammar, how management can support frontline staff, and more. I'm glad to share the insights of these salt-of-the-earth, customer-loving email-writing pros.