Leslie O'Flahavan
E-WRITE's Leslie O'Flahavan helps people write well to customers. She delivers customized training for frontline agents, social media managers, and contact center leaders. She is a problem-solver for all written channels: email, chat, text and social. Leslie is a LinkedIn Learning author of five customer service writing courses.
In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example,...
20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...
How to Write a Five-Star Response to a One-Star Rating or Poor Review
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...
5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media
For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers...
