Carol Davidson is the director of training, quality, and career development at a leading retailer and reseller of computer hardware and software.

CASE INFORMATION In business communication words matter one misspelled word and customers begin to doubt the validity of the information they are getting. Carol Davidson is the director of training, quality, and career development at a leading retailer and reseller of computer hardware and software. One of her big problems is training service agents who have weak communication skills. "Just because agents understand technically how to trouble shoot computers or pieces of software and can walk customers through solutions extremely well over the telephone doesn't mean they can do the same thing in writing," she complains. The skill set for using the phone does not necessarily translate to the skill set needed for writing e-mails." As more and more of its customers choose e-mail and Web chat sessions to obtain service and support, the organization's service reps are doing more writing. INFORMATION After reading the case information above provide detailed solutions to the questions below; your answers should reflect complete sentences in each response QUESTIONS 1. How are the skill sets different for answering phones and for writing e-mail responses? 2. What suggestions could you make to trainer preparing customer service reps for chat and email responses? 3. How much training would be needed for customer service reps with weak communication skills? SUMMARY GIVE A THREE paragraph single spaced summary of the case focusing on communication skills in business.  In your summary remember to state the importance of written communication skills no matter of your job description  Your information should provide examples of the different ways communication is used around the world and the importance it has in doing business