On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give...
Social Media Writing Courses
Yes, Writing to Customers in Social Media Does Require Special Skills
Wow. It's been a decade since companies began offering customer service via social media, and we certainly have improved over the years! We've shed outsized fears about being criticized by customers in public (gasp). We're using purpose-built tools to manage social...
How to Write Automated Texts That Sound Human, Not Robotic
By Leslie O’Flahavan, E-WRITE and Rich Weborg, OneReach If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated. They understand that sometimes texts from your company were sent by an...
Hotel Allegro, Get Your Customer Service Act Together: When Multichannel Goes Wrong
Last week, I stayed at the Hotel Allegro in Chicago. My stay was OK, maybe a C minus. The hotel's under construction, the wi-fi was sketchy, you have to leave the hotel to go to its 312 Chicago restaurant, and the room was really small. I might stay there again, but...
