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Handouts for workshop   Handouts_SOCAP-Symp16_E-WRITE-Virgin-America_11Apr2016_FINAL

Hands-on email writing workshop for customer care leaders

I’m about to give you a (friendly) scolding about some of those ingrained customer service writing habits you need to break. I’ll call out some bad customer service wording you should stop using right now. But don’t worry; I won’t scold you the entire time. I’ll also...

My newest Lynda.com course is live! Yep, you read that right! My second course for LinkedIn Learning (a.k.a. Lynda.com) is ready to view. Check it out: "Customer Service: Writing for Social Media." The course is made up of 29 short videos (about 3 minutes each) and...

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My Lynda.com course is live! "Technical Writing: Quick Start Guides" is ready to view, and I am thrilled to share it with you. Here's the course description: A quickstart guide is a short, getting-started document that usually accompanies a product or software. In...

Webinar description : Learn how to balance the demands of speed, automation, and humanity in your written responses to your customers. Webinar hosted by : Jeff Toister, Leslie O'Flahavan https://youtu.be/eN59wnvZotQ

Customized, onsite, half-day workshop

Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why.  Some KB articles are created to meet an emergency need, and they’re hurriedly, even poorly, written from the day they’re published. Other KB...