by Leslie O'Flahavan | Aug 2, 2011 | Web writing
By Monte Enbysk, Microsoft Office Live Small Business This article is written about us, not by us! Many thanks to Microsoft’s Monte Enbysk for permission to reprint. One of the hardest-working but most underrated pages of any Web site is the “Contact...
by Leslie O'Flahavan | Jul 21, 2011 | Whitepapers & Tools
At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best. Using the clever pseudonym “Jane Doe,” we sent the identical e-mail query to hotel chains with properties near Chicago’s...
by Leslie O'Flahavan | Jul 18, 2011 | Uncategorized
Please check the product(s) you are licensing. ___Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents ___E-Mail Writing Skills Competency Exam (Exam, Administrator’s Guide, Certificate of Completion, Certificate of Competency) This...
by Leslie O'Flahavan | May 27, 2011 | Uncategorized
Excellent customer service e-mail and chat mean more than writing mechanically correct e-mail. To elevate your e-mail from adequate to excellent, you must write responses that solve your customers’ problems and make them feel valued. In this day-long course,...
by Leslie O'Flahavan | May 27, 2011 | Uncategorized
The Competency Exam Has 10 Sections: Passive Voice or Active Voice? Revise to Remove Confusion Caused by Misplaced Modifiers Fragments or Full Sentences? Run-Ons or Full Sentences? Replace Weak Verbs with Strong Verbs Improve the Bureaucratic and Angry Tone of this...
by Leslie O'Flahavan | May 27, 2011 | Uncategorized
Rating: Strong A “Clear, Correct, Concise E-Mail is by far one the best written, most helpful, and well-designed books for the business community I have ever read. Marilynne Rudick and Leslie O’Flahavan have created a guide that covers not only basic grammar skills...
by Leslie O'Flahavan | May 26, 2011 | Customer service e-mail
Download our article for Contact Professional magazine (223k, PDF). We share tips for avoiding endless e-mail loops that cost you money and customers. 1. Restate the customer’s question in the opening paragraph of the e-mail. This technique helps the CSR focus on the...
by Leslie O'Flahavan | May 17, 2011 | Uncategorized
Bulk Pricing: Discounts on Multiple Copies We process bulk orders by phone only, so call us at 301-989-9583 to place your order. Bulk pricing for the Clear, Correct, Concise E-Mail workbook (print) List price is $34.95 per copy Buy 10 – 19 copies at a 10%...
