Webinar: Develop Your Analytical Reading Skills to Understand What Customers Are Really Asking Your customers are not professional writers. When they contact your Customer Care team, their emails and chats can be confusing, or even incoherent. To figure out what they need and how to solve their problems, you must know how to read analytically, […]

Register for ICMI's Contact Center Expo: A Digital Experience on October 6 -7, 202 and attend my September 29 live virtual workshop for free! Writing to Customers? Empathy is as Important as Accuracy Whether they’re angry, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. They need […]

Customized virtual writing course

Customized virtual writing course

On September 30 at 11 am Eastern, join me, Wayfair's Sheri Kendall and host Chattermill for a free webinar: "Women in #CX: How Great Communication Leads to Great Customer Experiences." I'll focus on how to write in-app copy that improves customer loyalty and satisfaction.