Workshop for the SOCAP International 2013 Symposium
It’s the moment we all fear. A poorly written and embarrassing e-mail written by one of our customer service agents is forwarded to the president of our company or shared widely in social media.

After a massive amount of apologizing, we prepare to make sure such an embarrassing e-mail will never be sent again. But how?

In this session, you’ll learn which seven writing mistakes are deadly in customer service e-mail and how to recover when one of your agents makes a big mistake. You’ll learn to analyze why agents make these writing mistakes. Are they lazy? Uneducated? Overworked? Poorly trained? You’ll also learn how to hire people who can write well to customers, people whose mistakes won’t embarrass you or make your center look bad.

This session will include strategies for assessing applicants´ writing skills. You’ll learn how to review resumes and cover letters, how to interview applicants to find out about their writing skills and experience, and how to test applicants’ writing skills.