If you can serve a bakery-bought birthday cake at the party you’re hosting for your mother, you can use email templates for customer service without destroying your relationship with your customers....
This is me in 1973 when the Supreme Court handed down the Roe v. Wade decision. I was 13 years old. I'd been menstruating for less than a year. To me, Roe was just another reason to believe grownups...
If everything had gone as I’ve always planned, I’d be writing this article on a quiet workday in my pleasant home office. I’d have gone on a long walk in the woods before starting work sharply at 7...
Setting the right tone in email writing is more than just choosing the right wine to go with the meal. Tone in email – how you say what you say – is so important that an inappropriate tone can cause...
If you’ve ever had to endure customers’ negative comments about your company or products on social media, you may be giving Larry Hogan, Governor of Maryland, a round of applause for his response to...
A gracious response may help to win over an unhappy customer and demonstrate that you’re listening and you care. Sometimes social media feels like the mean kids’ table in the lunchroom at middle...
Customer service chat is popular with companies and customers alike. It's easy, it's quick, and it works well on mobile devices. But easy and popular doesn't always equal good. Read this chat with...
Someone needs to tell Verizon: "Customer service chat is supposed to help the customer." Read through the transcript of this truly painful chat, and you'll hardly believe your eyes. The customer,...
For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we get trolled? What if...
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and the...
When I started my business 24 years ago, I believed I should have a “versus” attitude toward my competitors. It was their offering versus mine, right? One company had to win, didn’t it? Like many...
Free online courses for job-seekers Microsoft and LinkedIn have announced a joint effort to accelerate economic recovery and make sure it's inclusive. To help people get the skills they need to land...
