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Upcoming Online Learning Opportunities

Webinar: Five Email Bad Habits That Make People Dislike You

March 20, 2018
Email Bad HabitsMarch 20, 2018 (2-3pm ET)

Description:

“Don’t judge a book by its cover” is a pretty common saying, especially beloved by parents and teachers. But “Don’t judge your colleagues by their email habits” isn’t a common saying because it would be impossible to do. We DO judge our colleagues by their email habits. These days, we begin most work relationships via email and we sustain them that way. And each email you write can deepen your work relationships or put them on life support.

In this webinar, you'll learn the five email bad habits that cause people to think less of you, delay answering your email, or resist doing what you’ve asked. You'll also learn how to write email that will make people like you, even if they've never met you in person.

Registration Rates:

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

Leslie O'Flahavan HeadshotLeslie 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.”


On-Demand Online Learning Opportunities

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

  • Core Contact Center Management for Customer Care Professionals
  • SOCAP and WOMMA's Social Customer Care Certificate Program
  • Live Chat with Customers: How to Do it Right
  • Tools for Basic Reporting
  • Creating and Executing Customer Experience Strategies for Any Business
  • Training Now! Best Practices for Updating Your Training for Faster Learning
  • 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.