Webinar - 10 Things You Should STOP Writing to Customers in 2017: How to Better Write Email, Chat, Social Media, and SMS

January 26, 2017

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January 26, 2017
2-3pm ET

write betterWhether you call it "omnichannel" or "multichannel," the customer service channels we'll be adding or expanding in 2017 are written channels: email, chat, social media, and SMS. So, start the new year right by breaking some bad customer service writing habits your team has developed over the years. In this webinar you'll learn:

  • The 10 things you should stop writing to customers in 2017
  • Why your templates are killing customer satisfaction
  • How writing better email (an old-ish channel) will help you write better social media and SMS
  • Why you should stop writing "we regret any inconvenience this may have caused" once and for all
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Leslie O'FlahavanLeslie O'Flahavan, Principal, E-WRITE
Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

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