Writing CustomerFocused EMail Chat and Letters Leslie OFlahavan

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Writing Customer-Focused E-Mail, Chat, and Letters Leslie O’Flahavan, E-WRITE @Leslie. O SOCAP Greater Philadelphia

Writing Customer-Focused E-Mail, Chat, and Letters Leslie O’Flahavan, E-WRITE @Leslie. O SOCAP Greater Philadelphia Chapter May 7, 2013

Overview • What is customer-focused writing? • How do you write customer-focused email, chat,

Overview • What is customer-focused writing? • How do you write customer-focused email, chat, and letters? • What will you do to improve the quality of your customer service writing? © E-WRITE 2013 3

What is customer-focused writing? © E-WRITE 2013

What is customer-focused writing? © E-WRITE 2013

Which of these two e-mails is more customer-focused? © E-WRITE 2013 5

Which of these two e-mails is more customer-focused? © E-WRITE 2013 5

Which of these two chats is more customer-focused? © E-WRITE 2013 6

Which of these two chats is more customer-focused? © E-WRITE 2013 6

Customer-focused writing 1. 2. 3. 4. Provide a correct answer. Provide a complete answer.

Customer-focused writing 1. 2. 3. 4. Provide a correct answer. Provide a complete answer. Write in a personal, professional tone. Write at the appropriate level of complexity for the customer. 5. Offer other options for getting help. 6. Use correct punctuation, spelling, and grammar. 7. Use formatting to enable customers to scan. © E-WRITE 2013 7

Provide a correct answer © E-WRITE 2013 8

Provide a correct answer © E-WRITE 2013 8

Provide a complete answer © E-WRITE 2013 9

Provide a complete answer © E-WRITE 2013 9

Write in a personal, professional tone Use a tone that matches your purpose for

Write in a personal, professional tone Use a tone that matches your purpose for writing © E-WRITE 2013 10

Write at the appropriate level of complexity for the customer © E-WRITE 2013 11

Write at the appropriate level of complexity for the customer © E-WRITE 2013 11

Offer other options for getting help © E-WRITE 2013 12

Offer other options for getting help © E-WRITE 2013 12

Use correct punctuation, spelling, grammar Are the errors in these samples created equal? ©

Use correct punctuation, spelling, grammar Are the errors in these samples created equal? © E-WRITE 2013 13

Use formatting to enable customers to scan © E-WRITE 2013 14

Use formatting to enable customers to scan © E-WRITE 2013 14

What will you do to improve the quality of your customer service writing? ©

What will you do to improve the quality of your customer service writing? © E-WRITE 2013

Customer service writing improvement plan 1. Which sample in this set of handouts was

Customer service writing improvement plan 1. Which sample in this set of handouts was most relevant to the writing done at your customer service organization? Why? 2. Which of the seven traits of customer-focused writing do you struggle with the most? Which is easiest? 3. What two steps will you take to improve writing skills in your organization? 4. What changes to the way your e-mail system or chat system works would improve writing quality? 5. How could managers help staff write better e-mail, chats, or letters to customers? © E-WRITE 2013 16

Thanks for the opportunity to visit the Philly chapter! © E-WRITE 2013 17

Thanks for the opportunity to visit the Philly chapter! © E-WRITE 2013 17

Questions? Comments? Contact info: Leslie O’Flahavan, E-WRITE Leslie@ewriteonline. com 301 -989 -9583 www. ewriteonline.

Questions? Comments? Contact info: Leslie O’Flahavan, E-WRITE Leslie@ewriteonline. com 301 -989 -9583 www. ewriteonline. com @Leslie. O www. linkedin. com/in/leslieoflahavan © E-WRITE 2013 18

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