by Leslie O'Flahavan | Apr 10, 2017 | Blog, Featured
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...
by Leslie O'Flahavan | Mar 23, 2017 | Whitepapers & Tools
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...
by Leslie O'Flahavan | Mar 2, 2017 | Uncategorized
by Leslie O'Flahavan | Feb 9, 2017 | Uncategorized
by Leslie O'Flahavan | Jan 29, 2017 | Blog, Featured
Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer service professionals, we’ll need to know how bots can help us serve our customers better...
by Leslie O'Flahavan | Jan 13, 2017 | Blog
Customers really like live chat. Recent studies show customers are more satisfied with chat than email or phone (73 percent satisfaction for chat compared to 61 percent and 44 percent for email and phone). And more customers are choosing chat. For example, one chat...
by Leslie O'Flahavan | Jan 11, 2017 | Blog, Featured
I’ve just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and storyboards for my course, How to Write Customer Service Email, I got to fly out to southern...
by Leslie O'Flahavan | Dec 17, 2016 | Blog, Featured
If your company’s advertising makes your product sound fun, practical or hip and your customer service emails, chats or tweets sound scoldy or legalistic, you’ve got a problem. It’s not good for your company to use one voice when it’s trying to make a sale and another...
by Leslie O'Flahavan | Dec 8, 2016 | Uncategorized
Die! Press Release! Die! Die! Die! Extreme Makeover: GC News Release Edition – Digitalgov.gov Vancouver-based company receives $1.9 million to develop technologies for the cars of the future DCSWA Newsbrief Awards How to prevent a sheep traffic jam Rats forsake...
by Leslie O'Flahavan | Nov 2, 2016 | Training
American Association of Endocrine Surgeons – Patient Education site Aetna Employer and Org FAQs UE Claims Philosophy NIH Research Matters AAUW home page NARAL – Take Action Department of Education – Publications UE – The UE Difference UE Bites...
