by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
http://www.foxnews.com/travel/2014/08/05/united-airlines-sends-insincere-unspecific-apology-letter-to-passenger/ http://www.ijreview.com/2014/07/163248-customer-service-fail-united-airlines-apology-letter-accidentally-hilarious/...
by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
by Leslie O'Flahavan | Sep 12, 2025 | Featured
[This article was originally published by ICMI.] I wish FAQs were the 8-track players of customer self-service, but they are not. Lots of companies still publish FAQs pages and lots of desperate customers go to those pages for help. And though I usually avoid sweeping...
by Leslie O'Flahavan | Jul 12, 2025 | Blog, Featured
[This article was originally published by WordRake.] In a just world, you wouldn’t have to convince your subject matter expert colleagues that your plain language edits make their documents better. And doctors wouldn’t have to convince patients to quit smoking, and...
by Leslie O'Flahavan | Jun 12, 2025 | Blog, Featured
[This article was originally published by ICMI.] Your company’s “Contact Us” page is the most utilitarian, least sexy page at your website. It has one job: helping people who need to contact you understand how to do it. But your Contact Us page likely contains flaws...
by Leslie O'Flahavan | May 12, 2025 | Blog, Featured
[This article was originally published by ICMI.] As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats, social posts, or ratings and...
by Leslie O'Flahavan | Apr 12, 2025 | Blog, Featured
[This article was originally published by Contact Center Pipeline.] All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping helping. For human kindness reasons, we should empathize with...
by Leslie O'Flahavan | Mar 12, 2025 | Blog, Featured
[This article was originally published by Contact Center Pipeline.] These 10 tips will enable you to focus on your message. Your heart is in the right place. You intend to focus on the important writing tasks on your to-do list: that detailed response to an angry...
by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
The Quality Review Tool presents seven industry-tested standards for e-mail quality and explains what constitutes excellent performance on each standard. Use the Quality Review Tool to score customer service agents’ e-mails, coach agents, improve writing skills,...
