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September 2021

Virtual Workshop: Writing to Customers? Empathy is as Important as Accuracy

September 29 @ 1:00 pm - 3:00 pm
Online United States + Google Map

Register for ICMI's Contact Center Expo: A Digital Experience on October 6 -7, 202 and attend my September 29 live virtual workshop for free! Writing to Customers? Empathy is as Important as Accuracy Whether they’re angry, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. They need our empathy. When we fail to show empathy, customers resist our solutions, insist on escalations, and contact us repeatedly. When we lack empathy, our customer…

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Webinar: Develop Your Analytical Reading Skills to Understand What Customers Are Really Asking 

September 30 @ 3:00 pm - 4:00 pm
Online United States
$99

Webinar: Develop Your Analytical Reading Skills to Understand What Customers Are Really Asking Your customers are not professional writers. When they contact your Customer Care team, their emails and chats can be confusing, or even incoherent. To figure out what they need and how to solve their problems, you must know how to read analytically, to go beyond the surface meaning and understand the customers’ intent and goal. With so many written channels to handle—email, chat, social media, text, ratings…

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October 2021

Hands-On Writing Workshop for Grantmakers: Philanthropy New York

October 6 @ 2:00 pm - 4:00 pm
Online United States + Google Map

You want your emails and grant reports to be clear, understandable, and easy to read, even when you’re writing about sensitive issues or complex scientific topics. But making your writing easy to read can be hard. How do you write concisely without sacrificing important detail? How do you write accurately without using jargon? How do you provide scannable features so readers can select the sections they want to read when (really) you’d prefer they read every word you’ve written? Join…

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Technical Writing That Gets Results – World Wildlife Fund

October 26 - October 27
Online United States

Customized, virtual, two-day training

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November 2021

Doing What Doesn’t Come Naturally: Why IT Support Pros Must Know How to Express Empathy – SupportWorld Live conference

November 10 @ 11:35 am - 12:35 pm
Omni Resort at ChampionsGate, 1500 Masters Boulevard
Champions Gate, FL 33896 United States

Most people don't think "How empathetic!" when they think of technical support. In fact, the engineers, technical experts, SMEs, and other professionals who work in support can be overtly hostile to the mere idea of expressing empathy. When asked to write customer communications that show empathy, they balk and reply, "Just how much 'marshmallow' do you want me to add to this service update, Jim?" But a lack of empathy in communications with customers or colleagues can cost dearly. Being…

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The High Costs of a Badly Written Knowledge Base Article – SupportWorld Live conference

November 11 @ 9:00 am - 10:00 am
Omni Resort at ChampionsGate, 1500 Masters Boulevard
Champions Gate, FL 33896 United States

To support organizations and customers alike, badly written knowledge base (KB) articles are costly, very costly. A company spends or loses money each time a person has to struggle to read bad KB content. And bad KB articles cost organizations something precious that's not measured in dollars or cents: trust. In this session, Leslie O'Flahavan will explain which writing problems essentially render the KB article unusable, including bad article titles, big blocks of not-scannable text, and too much background information.…

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