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April 2021

Writing to Customers? Why Empathy is as Important as Accuracy – ICMI Contact Center Expo

April 14 @ 3:00 pm - 4:00 pm
Online United States

Whether they're angry, curious, 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 service responses damage customers' rapport with the brand. Plus, showing empathy is a form of decency. We owe our customers decency and kindness. It's the right way to behave. As a contact…

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Plain Language Weekly on Clubhouse

April 16 @ 12:00 pm - 1:00 pm
Online United States

On Fridays at 12 pm Eastern, Deborah Bosley, owner of The Plain Language Group, and I are hosting the Plain Language Weekly Club on Clubhouse. Please join us! Here's the topic for Friday, April 16, 2021: "As a consultant, how do you balance collaborating with your plain language colleagues with competition for clients?"  

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April 20 @ 8:00 am

This year of remote work has put more pressure than ever on our email writing skills. It has also clogged our inboxes with even more email than before. The people you email are, in fact, overwhelmed and exhausted by your message and the hundred other vying for their attention. In this webinar, you’ll learn email writing techniques that demonstrate how you—the writer—are willing to do a bit more work to make your emails easier to read. You’ll learn strategies for…

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The Future of Customer Service Email: Will Bad Writing Kill the Channel? – ICMI Contact Center Expo

April 21 @ 2:00 pm - 3:00 pm

Throughout the 2000s and the 2010s, email was the workhorse customer service channel -- an easy, modern alternative to the 800 number, the IVR, and the post office. But the arrival of social media, text, and live chat -- plus the damage companies have been doing when they send truly lousy customer service email -- may mean the welcome end of customer service email. This session will explore why customers are so dissatisfied with email now, how companies could deliver…

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How to Write Business Email That Gets Results – The Simons Foundation

April 22 @ 1:30 pm - 5:00 pm
Online United States

Customized, virtual half-day workshop

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  • March 15, 2021

    12 Not-Boring Ways to Start a Customer Service Email

    The first sentence of an email to a customer gets more attention than all the other sentences combined. Here are 12 different ways to write a first-impression sentence that gets the email conversation off to a great start.

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