No More “Nonpologies” – Learn to Apologize to Customers Like You Mean It
There are about 1,000 varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There’s the oblique, passive voice “Mistakes were made” apology that admits nothing. Nothing! And there’s the...Writing for the Web – Children’s National 2017
Children’s National – Orthopaedic Surgery and Sports Medicine – December 2015 Children’s National – Orthopaedic Surgery and Sports Medicine – Current MentalHealth.gov – What to Look For SAMHSA – Grants Children’s...Reading List: Write Better Email
How to Write an “I’m leaving my job” Email That Won’t Burn Bridges You’ve given HR your two weeks notice. You’ve archived your email, returned the back issues of professional journals to the company library, even packed up your sad-looking work sweater and black...Announcing my new Lynda.com course, “How to Write Customer Service Email”
My Lynda.com course is live! Yep, you read that right! My first Lynda.com course, “How to Write Customer Service Email” is ready to view, and I am thrilled to share it with you. The course is made up of 29 short videos (about 3 minutes each) and loads of...
12 Customer Service Fails
You’ll want to download 12 Customer Service Fails and How They Could Have Been Prevented, a new ebook published by ICMI. In the ebook, 12 customer service experts–including E-WRITE’s Leslie O’Flahavan–describe their worst customer service...Protected: Bite, Snack, and Meal ebook
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Protected: E-WRITE Train-the-Trainer Resources for Republic Services
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