by Leslie O'Flahavan | Jul 30, 2020 | Blog
For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we get trolled? What if one of our agents gives the wrong answer and all 25,000 followers see...
by Leslie O'Flahavan | Jul 27, 2020 | Uncategorized
To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Why? Because customers need heaps of help when they’re just starting to use the thing you’ve...
by Leslie O'Flahavan | Jul 27, 2020 | Uncategorized
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re even starting to look alike. But in most companies,...
by Leslie O'Flahavan | Jul 27, 2020 | Blog
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and the 2010s, email was the workhorse customer service channel—an easy, modern...
by Leslie O'Flahavan | Jul 27, 2020 | Uncategorized
A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack, bakes a tasteless pie, and ruins a green salad. To improve the dish it’s...
by Leslie O'Flahavan | Jul 20, 2020 | Blog, Featured, Uncategorized
When I started my business 24 years ago, I believed I should have a “versus” attitude toward my competitors. It was their offering versus mine, right? One company had to win, didn’t it? Like many people, I thought that getting ahead in business meant getting ahead of...
by Leslie O'Flahavan | Jul 2, 2020 | Blog, Featured, Uncategorized
Free online courses for job-seekers Microsoft and LinkedIn have announced a joint effort to accelerate economic recovery and make sure it’s inclusive. To help people get the skills they need to land their next jobs, they have made 10 LinkedIn Learning role-based...
by Leslie O'Flahavan | Jul 1, 2020 | Blog, Featured, Uncategorized
This is a guest post by my friend and colleague, Jeff Janes. Here’s how Jeff describes himself: “I travel the world to find things to photograph and write about.” Jeff is currently based in the Arabian Gulf. “Like many people, I have some...
by Leslie O'Flahavan | Jun 29, 2020 | Uncategorized
Webinar 2 – Content Writing Workshop: Writing “Insights” Articles (July 6, 2020) Insights Content Type Template_UE_July2020 Combatting-Food-Insecurity-on-Campus_Insights_UE_BEFORE Combatting-Food-Insecurity-on-Campus_Insights_UE_AFTER Slide 12 UE Insights:...
by Leslie O'Flahavan | May 11, 2020 | Whitepapers & Tools
Not so long ago, emails, face-to-face meetings, and phone calls dominated office communication. Today, that’s all changed. Much of our communication is virtual, not in person. Employees have access to many more channels including team messaging, text, and social...
