In honor of the Plain Writing Act of 2010, we are offering a practical, hands-on, half-day workshop on strategies for writing in plain language. Learn how to use clear, accurate wording that will help your reader do what you ask and understand what you mean. Spend an...
Business Writing
Writing Refresher for Professionals
Has it been a long time since you studied the basics of writing? Are you confident of your business knowledge but concerned that your writing skills are less professional? This course will help you build confidence by refreshing your writing skills. You’ll complete...
SOCAP Symposium 2016: E-WRITE & Virgin America – Improve Customer Service Email by Writing in Your Company’s Brand Voice
Handouts for workshop Handouts_SOCAP-Symp16_E-WRITE-Virgin-America_11Apr2016_FINAL
SOCAP Symposium: Email Writing Masterclass – Part 2
Hands-on email writing workshop for customer care leaders
5 Things You Should Stop Writing to Customers Right Now
I’m about to give you a (friendly) scolding about some of those ingrained customer service writing habits you need to break. I’ll call out some bad customer service wording you should stop using right now. But don’t worry; I won’t scold you the entire time. I’ll also...
My newest Lynda.com course, “Customer Service: Writing for Social Media” is now available
My newest Lynda.com course is live! Yep, you read that right! My second course for LinkedIn Learning (a.k.a. Lynda.com) is ready to view. Check it out: "Customer Service: Writing for Social Media." The course is made up of 29 short videos (about 3 minutes each) and...
Excellent Service in a Few Words: How to Write Well in the World of SMS and Social Media – CC Expo 2018
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Technical Writing: Quick Start Guides
My Lynda.com course is live! "Technical Writing: Quick Start Guides" is ready to view, and I am thrilled to share it with you. Here's the course description: A quickstart guide is a short, getting-started document that usually accompanies a product or software. In...
How to Write Like a Human in an Age of Speed
Webinar description : Learn how to balance the demands of speed, automation, and humanity in your written responses to your customers. Webinar hosted by : Jeff Toister, Leslie O'Flahavan https://youtu.be/eN59wnvZotQ
