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.😳

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…

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…

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 The templates are too long and outdated.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…