by Leslie O'Flahavan | Apr 6, 2020 | Customer Service Writing, Featured, Plain Language Writing Courses, Social Media Writing Courses, Writing Matters Blog
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...
by Leslie O'Flahavan | Jan 31, 2020 | Customer Service Writing, Writing Matters Blog
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...
by Leslie O'Flahavan | Sep 2, 2018 | Featured, Writing Matters Blog
Last month, customer service expert 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?” Did you know that 44% of...
by Leslie O'Flahavan | May 31, 2018 | Featured, Writing Matters Blog
Stay with me here as I connect this sad spelling test story to the task of scoring email quality in a contact center. When managers score agents’ email quality in a “gotcha” fashion, or when they score agents on writing skills that haven’t been explained, taught, or...
by Leslie O'Flahavan | Apr 10, 2017 | Featured, Writing Matters Blog
My Lynda.com course is live! 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...
