I. Am. Pumped! Last October, I met consumer advocate and syndicated travel writer Christopher Elliott when he gave a wonderful presentation at a customer relations conference. When I proposed that...
If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal communication, and...
“Don’t judge a book by its cover.” Did your mother say this to you? Mine did, especially during my hypercritical middle school years when I’d decide I didn’t like a kid because their Trapper Keeper...
There are about 1,000 varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There’s the oblique, passive voice “Mistakes...
My Lynda.com course is live! Yep, you read that right! My first Lynda.com course, "How to Write Customer Service Email" is ready to view, and I am thrilled to share it with you. The course is made...
Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer service professionals,...
I've just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and storyboards for my course, How...
If your company’s advertising makes your product sound fun, practical or hip and your customer service emails, chats or tweets sound scoldy or legalistic, you’ve got a problem. It’s not good for...
For selfish reasons, I'm offering you this list of places to find copyright-cleared and royalty-free images. My scattered list of these sites is driving me crazy, and I need to keep track of these...
In partnership with SOCAP, I'm leading a two-part online course on July 26 and August 2 at: How to Write to Customers in Your Company's Brand Voice. Each webinar will run from 2 pm to 3 pm ET....
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....
This piece was originally published as part of the “Tough Talk” article series by Relate, where I’m honored to be a guest author. You’ve had the heart-to-heart with your boss about why it’s time for...
