Thank you for attending E-WRITE’s workshops at the 2015 WACRA Annual Conference in Bangkok. Here you may download the presentations, handouts, reading list, and other resources to help your airline’s customer care organization write better email, chat, and social media messages to your customers.

How to Respond to Angry Customers in Social Media

• E-WRITE Presentation: How to Respond to Angry Customers in Social Media – WACRA 2015
• E-WRITE Handouts: How to Respond to Angry Customers in Social Media – WACRA 2015
• E-WRITE Reading List: How to Respond to Angry Customers in Social Media – WACRA 2015

How to Write to Customers in Your Airline’s Brand Voice

• E-WRITE Presentation: How to Write to Customers in Your Airline’s Brand Voice – WACRA 2015
• E-WRITE Handouts: How to Write to Customers in Your Airline’s Brand Voice – WACRA – 2015

Resources on writing great chat to customers

• E-WRITE Whitepaper: Writing Chat to Customers – A Set of Chat Transcripts for Review
• E-WRITE Article in Consumer Directions magazine: Using Chat for Customer Service

Blog posts on customer service writing

• Video interview: How to Improve Email Response Time
• Hotel Allegro, Get Your Customer Service Act Together: When Multichannel Goes Wrong
• How to Write Email Templates That Don’t Make Customer Service Agents Sound Like Robots
• Interview with Heidi and Betty: Customer Service Email Superstars at Cabela’s