November 11, 2018
How can contact centers improve their email response time? It’s not by increasing the email quota for individual agents. Contact centers can only improve response time when contact center managers choose the right people, knowledge management practices, workflow, and tools to enable faster-better email.
May 31, 2018
When managers score frontline customer service agents’ email quality in a “gotcha” fashion, or when they score agents on writing skills that haven’t been explained, taught, or coached, they can actually damage agents’ writing skills. Yes, it’s true. An ineffective or punitive email scorecard can make agents’ writing skills worse.
April 13, 2018
My 15 minutes of fame! Read the USA Today feature of me by consumer advocate and syndicated travel writer Christopher Elliott. When I proposed that we co-author an article about airlines’ communications with customers, he counter-proposed that he write a profile of me and the work I have done with several major carriers. Read on!
April 10, 2017
Yep, you read that right! My first Lynda.com course, “How to Write Customer Service Email” is ready to view, and I am thrilled to share it with you. The course is made up of 29 short videos (about 3 minutes each) and loads of handouts and exercises, so you can apply what you have learned about writing great email…
December 17, 2016
It’s not good for your company to use one tone of voice when it’s trying to make a sale and another when it’s trying to solve a customer’s a problem. Customer Service should write in the same brand voice Marketing uses, or one that’s pretty close. Here are three things you can do to enable your Customer Service team to use a brand voice that builds rapport with your company and gives customers a seamless experience.