by Leslie O'Flahavan | Jul 30, 2020 | Writing Matters 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 | Writing Matters 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 20, 2020 | Featured, Uncategorized, Writing Matters Blog
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 | Featured, Uncategorized, Writing Matters Blog
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 | Featured, Uncategorized, Writing Matters Blog
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...
by Leslie O'Flahavan | Apr 7, 2020 | Uncategorized
Please download these participant writing samples for our Office Hours workshop on May 5, 2020 Change_Post_Implementation_Review_Greg-Sanker 7 Essential Components of Crisis Communication for Leaders_Seaton_27Apr2020 Butterball Letter Template_Pamela-Barnes ...
by Leslie O'Flahavan | Apr 6, 2020 | Customer Service Writing, Featured, Plain Language Writing Courses, Social Media Writing Courses, Writing Matters Blog
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give...
by Leslie O'Flahavan | Mar 20, 2020 | Featured, Writing Matters Blog
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All...
