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August 2021

Webinar: How to Write a Great Response to a Poor Online Review

August 25 @ 3:00 pm - 4:00 pm
Online United States
$25

It can be paralyzing to reply to a one-star rating or negative online review. After all, the disappointed consumer AND prospective consumers will be reading your response. But if your CX organization is committed to responding promptly and honestly to customers wherever they are, writing the right response to a harsh review is critical. On Wednesday, August 25, 2021 at 3 pm Eastern, please join me and webinar host SOCAP and learn how to effectively write to your most disappointed,…

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Train-the-Trainer: East Bay Municipal Utility District

August 30 @ 11:00 am - 12:30 pm
Online United States

Customized virtual Train-the-Trainer session for EBMUD's trainers, so they can deliver the Clear, Correct, Concise Email curriculum.

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Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health

August 30 @ 1:00 pm - 2:15 pm
Online United States

Customized virtual writing course

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

August 30 @ 3:00 pm - 4:00 pm
Online United States
Free

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 & reviews, forums, and more—you need even sharper analytical reading skills today than…

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WEBINAR: UX Now – Best Practices for Knowledge Base Writing

August 30 @ 9:45 pm
Free

Poorly written support articles take longer to read, frustrate your agents and customers, and increase operational costs. Join me and knowledge management expert Nicola McDonald of Customer Driven Solutions to learn how to build an effective knowledge management ecosystem that will enable you to fine tune your support information, improve service quality, and lower support costs.       You'll learn: How to manage knowledge so all users benefit The real dollar cost of bad KM articles 5 common mistakes…

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Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health

August 31 @ 1:00 pm - 2:15 pm
Online United States

Customized virtual writing course

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September 2021

Plain Language Weekly on Clubhouse: Guest Biomedical Engineer Shawnee Edit

September 17 @ 12:00 pm - 1:00 pm
Online United States
Free

Join me and Deborah Bosley for Plain Language Weekly on Clubhouse. Our guest will be biomedical engineer Shawnee Eidt who will discuss her professional journey from scientist to plain language communicator and give tips on working with SMEs.

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Webinar: How Great Communication Leads to Great Customer Experiences

September 22 @ 8:00 am - 5:00 pm
Online United States
Free

On September 30 at 11 am Eastern, join me, Wayfair's Sheri Kendall and host Chattermill for a free webinar: "Women in #CX: How Great Communication Leads to Great Customer Experiences." I'll focus on how to write in-app copy that improves customer loyalty and satisfaction.

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Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health

September 27 @ 9:30 am - 10:45 am
Online United States

Customized virtual writing course

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Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health

September 28 @ 9:30 am - 10:45 am
Online United States

Customized virtual writing course

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