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October 2020

Social Media for Utilities Conference: Hands-on Writing Practice (4)

October 27 @ 3:45 pm - 4:15 pm
Online United States

Register now for this four-session Social Media for Utilities virtual conference. I'm proud to be a speaker for this event, and I hope you'll join me and all the other social media professionals on the agenda.     The COVID-19 situation has changed EVERYTHING for EVERYBODY. Utility social media managers have been asked to pivot – immediately – to hold back the “blue sky” messaging and to use social media to broadcast messages to customers. This four-session virtual conference on…

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November 2020

Advanced Customer Service Writing: Empathy and Technical Accuracy – Planning Center (Part 1)

November 2 @ 12:00 pm - 4:00 pm
Online United States

Customized, two-part virtual writing course

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Advanced Customer Service Writing: Empathy and Technical Accuracy – Planning Center (Part 2)

November 9 @ 12:00 pm - 4:00 pm
Online United States

Customized, two-part virtual writing course

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How to Respond to Difficult Questions (Part 1) – United Educators

November 12 @ 2:00 pm - 3:00 pm
Online United States

   Customized, two-part virtual training

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How to Respond to Difficult Questions (Part 2) – United Educators

November 18 @ 2:00 pm - 3:00 pm
Online United States

Customized, two-part virtual training

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  • October 18, 2020


    How to Write a Five-Star Response to a One-Star Rating or Poor Review

    For years, we've been saying, “A complaint is a gift.” Well, if we’ve really meant it, we need to treat one-star ratings and low reviews as gifts, too. While we may fail to win over the most disappointed customers, we can demonstrate that we are listening, we are accountable, and we care.

    Read more on the blog »