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January 2022

Write for Your Reader: An American Institute of Steel Construction Masterclass

January 25 @ 9:30 am - 12:00 pm
American Institute of Steel Construction Chicago, IL United States

Half-day, customized onsite writing workshop

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Write for Your Reader: An American Institute of Steel Construction Masterclass

January 25 @ 1:00 pm - 3:30 pm
American Institute of Steel Construction Chicago, IL United States

Half-day, customized onsite writing workshop

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Write for Your Reader: An American Institute of Steel Construction Masterclass

January 26 @ 9:30 am - 12:00 pm
American Institute of Steel Construction Chicago, IL United States

Half-day, customized onsite writing workshop

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FREE webinar: 10 Crushing Business Writing Mistakes and How to Avoid Them – American Society for Quality’s Audit Division

January 27 @ 1:00 pm - 2:00 pm
Online United States
Free

Register for my free webinar on January 27, 2022: "10 Crushing Business Writing Mistakes & How to Avoid Them," hosted by the American Society for Quality's Audit Division. Yes, to err is human, but to err in writing is embarrassing! Learn to catch your bloopers before they hurt your career.😳

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February 2022

WEBINAR: 10 Tips for Writing Great Text Messages to Customers

February 9 @ 12:00 pm - 1:00 pm
Online United States

Text is the most-used app by people of all ages, so there won’t be a steep learning curve for your customers when they start texting your company for customer service. But will your agents be ready to write customer service texts? While it may be true that almost anyone can write a personal text, companies that exchange texts with customers must write great texts: clear, readable, and worthwhile. In this webinar, you’ll learn what excellent SMS customer service looks like, so your company will…

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WEBINAR: How to Write Email in Your Company’s Brand Voice

February 16 @ 3:00 pm - 4:00 pm
Online United States

Your customers know your company in many ways: from TV ads, newsletters, your website, promotions, posters, social media accounts, YouTube videos, and from buying from you -- of course. From all these pleasant contacts, customers "make friends" with your company. They experience your brand voice as practical and helpful, upbeat and accommodating, sometimes even glamorous. However, when customers contact us for service, our companies often write emails in a strict, legalistic, and formal style. This disconnect between the brand voice…

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March 2022

WEBINAR: Update Your Email Template Library without Breaking the Bank

March 9 @ 12:00 pm - 1:00 pm
Online United States

You know your customer service agents need good templates to write good emails to customers, but your template library desperately needs an overhaul! The templates are too long and outdated. They’re not written in your company’s brand voice. To avoid using the old templates, some agents are writing their own canned answers and storing them on their own hard drives, outside the knowledge base. You know you need to update the templates, but you don’t have the budget to hire…

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WEBINAR: In Unusual Times, Replace the Usual Customer Service Phrases

March 16 @ 3:00 pm - 4:00 pm
Online United States

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 you a pass on “No problem!” But these aren’t typical days. The usual customer service phrases can make your anxious customers even less patient and more emotional. These phrases can also make your company seem clueless.…

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