Whitepapers

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12 Customer Service Fails

You'll want to download 12 Customer Service Fails and How They Could Have Been Prevented and read interviews with customer service experts--including E-WRITE's Leslie O'Flahavan--who describe their worst customer service experiences and explain what the company could have done to prevent the situation. On page 4, Leslie tells the story of a her live chat with a customer service agent whose writing was so incoherent, she may have been hallucinating! Read this ebook and learn how to avoid making common customer service mistakes that annoy your customers.


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Checklist: Nine interview questions you must ask applicants about their writing skills

It’s not easy to figure out whether an applicant has excellent writing skills or even competent ones, and it’s painful to discover after you’ve made an offer that your new employee is a poor writer. Download this Checklist, and you'll receive nine interview questions that will help you understand whether the person you're intervieing has the writing skills to do the job. When you pose some or all of these questions during the interview, you’ll learn all you need to know about an applicant’s writing skills, problem-solving strategies, and experience helping colleagues with their writing. And, best of all, you’ll avoid “hirer’s remorse.”


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eBook: Channel Choice Guide for Improving Team Communication

In my eBook, The Channel Choice Guide for Improving Team Communication, I offer lots of practical guidance for improving the effectiveness of workplace communication. Download this eBook to learn: Which channels are most effective for everyday internal communication needs, how quickly you should respond in each channel, what to do if a member of your team is causing communication problems, tips for handling problem communicators, what your company’s internal communication guidelines document should cover, and tips for better communication in each channel.


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Guide to Writing for Social Media

We developed this practical, hands-on social media writing guide for the Centers for Disease Control, but the examples and advice aren't just for health communicators. If your organization wants to provide high quality social content for customers and readers, download the Guide, review the many examples, and practice writing customer-oriented Tweets, Facebook posts, and texts. (57 pages; 1.7 MB PDF)


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Which Hotel Chain Does E-Mail Best?

At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best. We sent the identical e-mail query to hotel chains with properties near Chicago’s Midway Airport and received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. To see which hotels provided excellent service and which bombed, download the hotels' e-mail responses and our comments. (7 pages; 188k PDF)


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Which Online Retailer Does E-Mail Best?

Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven big-name retailers that sell a certain toy croquet set we were interested in buying and having shipped to a "nephew" who lives in Switzerland. We wanted to compare how well Amazon.com, Buy.com, Overstock.com. Sears, Toys R Us, Walmart, and Alex Toys answered the same customer question. Download this whitepaper and read the retailers’ e-mails and our comments on which companies provided excellent service and which ones disappointed a prospective customer. (15 pages, 269k PDF)


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Write Better Chat to Customers: Download Chat Transcripts for Review

Trying to coach or train customer service agents to write high-quality live chat to customers? Show them what works and what doesn't in these real chat transcripts from companies including Nordstrom, Comcast, Zappos, and Earthlink. I've included my comments on each transcript, so you'll learn about the quality of the writing, the agent's tone, and strategies that lead to first contact resolution. Download this whitepaper and see which companies connect with customers in chat, which ones don't, and why.

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  • October 18, 2020


    How to Write a Five-Star Response to a One-Star Rating or Poor Review

    For years, we've been saying, “A complaint is a gift.” Well, if we’ve really meant it, we need to treat one-star ratings and low reviews as gifts, too. While we may fail to win over the most disappointed customers, we can demonstrate that we are listening, we are accountable, and we care.

    Read more on the blog »