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.
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 …
June 5, 2018
Customer service chat is the bright new thing — 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 customer service agent “Jack” at Vizio. It is a set of customer service blunders, large and small.
February 7, 2017
Read through the transcript of this truly painful chat with Verizon and learn what NOT to do when writing to a customer.
January 13, 2017
Chat may be popular, but doing it right isn’t easy. Writing high-quality chat is a lot harder than it looks. (There’s way more to chat than typing fast and pushing links!) Whether you’re planning to start chatting with customers this year or your team is chatting already, be sure your customer service agents have these solid, chat-specific writing skills.