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

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 […]

    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

  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 […]

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 […]