December 2021
Writing Better Emails – Part 1: Environmental Protection Agency
Customized, two-part virtual writing course: How and why to put the main point at the beginning of your emails How to write a useful subject line Why you must use an engaging tone to build rapport How to provide context when you forward an email or include someone new When and how to use CC, BCC, or Reply All
Find out more »WEBINAR: Writing to Customers? Empathy is as Important as Accuracy
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 customer…
Find out more »Writing Better Emails – Part 2: Environmental Protection Agency
Customized, two-part virtual writing course: How and why to put the main point at the beginning of your emails How to write a useful subject line Why you must use an engaging tone to build rapport How to provide context when you forward an email or include someone new When and how to use CC, BCC, or Reply All
Find out more »Masterclass Session 3: Answer difficult questions – Cathay Pacific
Customized, four-part virtual Masterclass: Session 1 on Nov 17: Reading analytically to understand the specifics and the intent of the complaint Session 2 on Nov 24: Writing concise responses to complex complaints Session 3 on Dec 8: Strategies for answering difficult questions Session 4 on Dec 15: Responding to highly emotional customers
Find out more »WEBINAR: 10 Ways to Fix Not-Very-Good Tweets to Customers
Many companies are OK at responding to customers’ questions or complaints in social media. They do respond to customers’ tweets, and they reply pretty quickly. But most companies can do better—a LOT better. Their replies aren’t complete, helpful, or friendly enough. Their tweets don’t improve first contact resolution, and they don’t make the company look good in social media, where everyone is watching and anyone can retweet. In this webinar, you will learn the 10 common customer service mistakes companies…
Find out more »Masterclass Session 4: Responding to highly emotional customers – Cathay Pacific
Customized, four-part virtual Masterclass: Session 1 on Nov 17: Reading analytically to understand the specifics and the intent of the complaint Session 2 on Nov 24: Writing concise responses to complex complaints Session 3 on Dec 8: Strategies for answering difficult questions Session 4 on Dec 15: Responding to highly emotional customers
Find out more »January 2022
Writing Better Emails – Part 1: Environmental Protection Agency
Customized, two-part virtual writing course: How and why to put the main point at the beginning of your emails How to write a useful subject line Why you must use an engaging tone to build rapport How to provide context when you forward an email or include someone new When and how to use CC, BCC, or Reply All
Find out more »WEBINAR: How to Screen Customer Service Agents for Writing Skills Before You Hire Them
The job market is tight, and you can’t afford to let a qualified applicant for a customer service job slip away without making an offer. But you can’t afford to hire someone and discover after they’re writing to customers that they don’t have basic grammar skills or they lack willingness to freetext within a template. In today’s omnichannel customer care organization, it’s far too costly—in time, money, and customer satisfaction—to hire anyone who lacks great writing skills. This webinar will…
Find out more »Writing Better Emails – Part 2: Environmental Protection Agency
Customized, two-part virtual writing course: How and why to put the main point at the beginning of your emails How to write a useful subject line Why you must use an engaging tone to build rapport How to provide context when you forward an email or include someone new When and how to use CC, BCC, or Reply All
Find out more »WEBINAR: Build Live Chat Skills & Master the Channel
Live chat could be the best channel we have for delivering support. It’s popular with customers of all ages, it allows agents to serve multiple customers at once, and it works well on a mobile device. But overall, the quality of live chat still isn't as good as it could be. Poorly written live chats drag on too long, agents require customers to repeat information, and too many customers drop out of a chat session before getting the help they…
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