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 their next jobs, they have made 10 LinkedIn Learning role-based...
Chat
With Only Seven Words, You Can Help Someone Who’s Struggling
This is a guest post by my friend and colleague, Jeff Janes. Here's how Jeff describes himself: "I travel the world to find things to photograph and write about." Jeff is currently based in the Arabian Gulf. "Like many people, I have some medical conditions. While...
UE Content Writing Workshop: Writing for the Web
Webinar 2 - Content Writing Workshop: Writing “Insights” Articles (July 6, 2020) Insights Content Type Template_UE_July2020 Combatting-Food-Insecurity-on-Campus_Insights_UE_BEFORE Combatting-Food-Insecurity-on-Campus_Insights_UE_AFTER Slide 12 UE Insights: Combatting...
eBook: Channel Choice Guide for Improving Team Communication
Not so long ago, emails, face-to-face meetings, and phone calls dominated office communication. Today, that's all changed. Much of our communication is virtual, not in person. Employees have access to many more channels including team messaging, text, and social...
E-WRITE Office Hours – May 5, 2020
Please download these participant writing samples for our Office Hours workshop on May 5, 2020 Change_Post_Implementation_Review_Greg-Sanker 7 Essential Components of Crisis Communication for Leaders_Seaton_27Apr2020 Butterball Letter Template_Pamela-Barnes
In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give...
20 Ways to Empathize With Stressed Out Customers
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All...
Resources: How to Write a Quickstart Guide
Download: E-WRITE Quickstart Guide Review Checklist for Subject Matter Experts Download: E-WRITE Quickstart Guide Review Checklist for Users_2020
My Very Own Crystal Ball: Four Must-Have Writing Skills for Customer Service Agents of the Future
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a slice of the future based on my knowledge of the recent past. Over the last decade, as companies...
Death to the Term “Soft Skills”: Writing is a Hard Skill All Support Professionals Need
I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. 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...
