Excellent customer service e-mail and chat mean more than writing mechanically correct email. To elevate your email from adequate to excellent, you must write responses that solve your customers’ problems and make them feel valued. In this course, you will learn how...
Writing training
Editing for Clarity and Accuracy
Are you the last person to check a document before it’s published or sent? If so, this course is for you. You’ll practice identifying and correcting common problems in grammar and become familiar with style manuals and other business editing reference materials. ...
Punctuating With Precision
Do you worry about whether you’ve used a comma correctly? Are you unsure about the difference between a semicolon and a colon? This course will help you review (or learn) punctuation rules and make them easy to remember. What you will learn: the most common rules for...
Plain Language Writing Workshop: Six Strategies for Cleaning the Clutter From Your Writing
In honor of the Plain Writing Act of 2010, we are offering a practical, hands-on, half-day workshop on strategies for writing in plain language. Learn how to use clear, accurate wording that will help your reader do what you ask and understand what you mean. Spend an...
Writing Refresher for Professionals
Has it been a long time since you studied the basics of writing? Are you confident of your business knowledge but concerned that your writing skills are less professional? This course will help you build confidence by refreshing your writing skills. You’ll complete...
SOCAP Symposium 2016: E-WRITE & Virgin America – Improve Customer Service Email by Writing in Your Company’s Brand Voice
Handouts for workshop Handouts_SOCAP-Symp16_E-WRITE-Virgin-America_11Apr2016_FINAL
SOCAP Symposium: Email Writing Masterclass – Part 2
Hands-on email writing workshop for customer care leaders
5 Things You Should Stop Writing to Customers Right Now
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, “Customer Service: Writing for Social Media” is now available
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...
