Writing Matters Blog

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In Unusual Times, Replace the Usual Customer Service Phrases

April 6, 2020

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. But these aren’t typical days. The usual customer service phrases can make your anxious customers even less patient and more emotional. These phrases can also make your company seem clueless. Here’s a list of six customer service phrases your team should probably avoid.


20 Ways to Empathize With Stressed Out Customers

March 20, 2020

These are difficult times, and our anxious customers need us more than ever. Whether they need help completing a simple task or solving a complex problem, all of them need our empathy. But empathy isn’t easy. So I’ve pulled together this list of 20 ways to empathize with stressed out customers.


My Very Own Crystal Ball: Four Must-Have Writing Skills for Customer Service Agents of the Future

January 31, 2020

My crystal ball tells me the future of customer service writing is “the same but more.” Customers’ need for quick, correct, helpful service will be the same, but changes in technology will cause customers to expect more. Frontline customer service agents need great writing skills today, and they’ll need even stronger and more flexible writing skills in the future. Read on to learn which skills they’ll need …


Death to the Term “Soft Skills”: Writing is a Hard Skill All Support Professionals Need

October 29, 2019

I hate the term “soft skills” and want everyone to stop using it. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know support professionals need both kinds of skills to do their increasingly complicated jobs well. If we can stop referring to writing skills with the empty word “soft,” we can recognize how important they are to providing great support.


Webinar recording: How to Develop an Agency Brand Voice That Connects With Customers Online

June 26, 2019

Is your company or government agency using a tone of voice that connects with customers online, or is it using a stale, bureaucratic voice that repels them and breeds distrust or confusion?
In this recorded webinar, you’ll learn what brand voice is and how it’s governed. I’ll lead you through a simple exercise that will help you define your brand voice, which may vary somewhat by project, product, or section of your site. I’ll also discuss the situations in which using an inconsistent voice will cause problems.