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Online Courses and Webinars


Upcoming

SOCAP Online Course - Email Writing Masterclass

  • Dates: 07 – 14 Nov, 2017
email writing masterclassregister

Register now for this two-part SOCAP Online Course on:
  • Part 1: Tuesday, November 7 (2-3pm ET) 
  • Part 2: Tuesday, November 14 (2-3pm ET)

Please note: In order to receive a certificate of completion, you must attend all live sessions, complete a course evaluation and pass a short assessment.

This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers. Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well as how to write mobile-friendly email. Part 2 of this workshop will teach you how to control your tone and build rapport as well as how to write templates to reuse in business email.

Presenter: Leslie O'Flahavan, Principal, E-WRITE

Leslie O'FlahavanLeslie O’Flahavan, E-WRITE owner since 1996, helps customer care organizations for some of the world's biggest brands write better email, chat, social media and text to customers. She's a customer service writing expert who can help the most word-phobic frontline employees improve their writing skills, so they can do their jobs better. Leslie’s clients improve CSAT, reduce training cycles, improve productivity, and limit legal risk. Leslie’s recent projects include helping Marriott launch live chat for their Sales IT Support team, training Air Canada’s 150+ Customer Relations agents to write in the airline’s updated brand voice, and writing a Social Media Guidebook for Hawaiian Airlines’ Reservations agents. She's worked with thousands of customer service agents. Leslie is a frequent conference presenter and workshop leader. In 2017, Leslie became a Lynda.com instructor. Her course, "How to Write a Customer Service Email" launches in March 2017 and "How to Write to Customers in Social Media" launches in November 2017. She's the author of the book “Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.” 

Registration Rates:

  • SOCAP Member: $170
  • Non-Member: $240

Click here to register now!

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On-Demand Online Learning Opportunities

Click Here for Online Courses to Take at Your Own Pace Including:

  • Elements of Effective Customer Engagement
  • How to Write to Customers in Your Company's Brand Voice
  • How to Manage Voice of the Customer, Quality and Team/Agent Performance
  • Forecasting, Staffing and Scheduling
  • Small Win Coaching—How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
For webinar recordings and more resources in the SOCAP Learning Portal, click here.