August 2021
Webinar: How to Write a Great Response to a Poor Online Review
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,…
Find out more »Train-the-Trainer: East Bay Municipal Utility District
Customized virtual Train-the-Trainer session for EBMUD's trainers, so they can deliver the Clear, Correct, Concise Email curriculum.
Find out more »Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health
Customized virtual writing course
Find out more »WEBINAR: Develop 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 & reviews, forums, and more—you need even sharper analytical reading skills today than…
Find out more »WEBINAR: UX Now – Best Practices for Knowledge Base Writing
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…
Find out more »Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health
Customized virtual writing course
Find out more »September 2021
Plain Language Weekly on Clubhouse: Guest Biomedical Engineer Shawnee Edit
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.
Find out more »Webinar: How Great Communication Leads to Great Customer Experiences
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.
Find out more »Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health
Customized virtual writing course
Find out more »Writing Clear, Correct, Concise Email To Customers – National Institute for Occupational Safety and Health
Customized virtual writing course
Find out more »
