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. 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.


My Very Own Crystal Ball: Four Must-Have Writing Skills for Customer Service Agents of the Future

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 …


Recorded webinar: How to Write Like a Human in an Age of Speed

Jeff Toister and I co-presented the webinar, “How to Write Like a Human in an Age of Speed.” Jeff reported the results of his survey, “How Fast Should a Business Respond to an Email?” I offered 10 tips on how to respond to emails really quickly without sounding like a robot. I think you’ll enjoy this webinar recording. Watch it yourself, or share it with your team of customer service writers.


Is Your Email Scorecard Making Agents’ Writing Worse?

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.


Announcing my new Lynda.com course, “How to Write Customer Service Email”

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…