Whether you and your team are working remotely a couple of days per week or you’re remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were...
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean...
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...
