Setting the right tone in email writing is more than just choosing the right wine to go with the meal. Tone in email – how you say what you say – is so important that an...
Blog
“I’m tired of stupid comments”: How NOT To Respond to Social Media Followers Who Wear You Out
If you’ve ever had to endure customers’ negative comments about your company or products on social media, you may be giving Larry Hogan, Governor of Maryland, a round of applause...
How to Write a Five-Star Response to a One-Star Rating or Poor Review
A gracious response may help to win over an unhappy customer and demonstrate that you’re listening and you care. Sometimes social media feels like the mean kids’ table in the...
Customer Service Chat by Vizio: Some Answers, But No Help
Customer service chat is popular with companies and customers alike. It's easy, it's quick, and it works well on mobile devices. But easy and popular doesn't always equal good....
Verizon customer service chat: How to kill your relationship with your customer
Someone needs to tell Verizon: "Customer service chat is supposed to help the customer." Read through the transcript of this truly painful chat, and you'll hardly believe your...
5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media
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...
Put Us Out of Our Misery: The End of Customer Service Email?
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...
Why You Should Be (Business) Friends With Your Competitors
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,...
You Can Take Two of My LinkedIn Learning Writing Courses for Free!
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...