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…

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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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…