Put Us Out of Our Misery: The End of Customer Service Email?

Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and the 2010s, email was the workhorse customer service channel—an easy, modern...

Why You Should Be (Business) Friends With Your Competitors

When I started my business 24 years ago, I believed I should have a “versus” attitude toward my competitors. It was their offering versus mine, right? One company had to win, didn’t it? Like many people, I thought that getting ahead in business meant getting ahead of...

You Can Take Two of My LinkedIn Learning Writing Courses for Free!

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...

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...

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