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 26, 2011 | Courses for managers, E-mail writing courses
This day-long course will help contact center managers move beyond measuring the quantity of e-mail agents answer to measuring the quality of agents’ e-mail to customers. You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your...
by Leslie O'Flahavan | Jul 26, 2011 | Writing courses for professionals
Are you frustrated when colleagues or clients don’t read or respond appropriately to your e-mails, reports, requests, or proposals? Do you find yourself wondering whether people are actually reading the documents you’ve carefully crafted for them? Are you full of...
by Leslie O'Flahavan | Jul 26, 2011 | Courses for managers
You’ve hired new customer service agents to handle phone and e-mail inquiries. You’ve discovered they are great on the phone, but their writing skills are poor. Customers are complaining about errors and lack of clarity in the e-mail responses they’ve...
by Leslie O'Flahavan | Jul 26, 2011 | Courses for managers
Competent technical support is the backbone of your help desk or contact center. But while “techies” may be great at solving customer problems, they may lack the skills to convey their expertise in writing. Their written responses to customer problems may be too...
by Leslie O'Flahavan | Jul 25, 2011 | Writing courses for support staff
Are you receiving more writing assignments at work? Are your rusty writing skills holding you back or causing you headaches at annual review time? This course will help you develop stronger writing skills, so you can take on new writing tasks with confidence. What...
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...
