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Leslie_O'FlahavanLeslie O’Flahavan, Principal

Leslie is a get-to-the point writer and an experienced, versatile writing instructor.  As E-WRITE owner since 1996, Leslie has been writing content and teaching customized writing courses for Fortune 500 companies, government agencies, and non-profit organizations. Leslie can help the most stubborn, inexperienced, or word-phobic employees at your organization improve their writing skills, so they can do their jobs better.

She’s got soup-to-nuts experience with online communication; she’s developed content strategy, written online style guides, trained employees, benchmarked content and e-mail quality, written content, and more. As a result of her work, E-WRITE clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk.

 

Leslie-O'Flahavan-Lynda.com-How-to-Write-Customer-Service-EmailLeslie 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” launched in March 2017 and “How to Write to Customers in Social Media” will launch in November 2017. She’s the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

 

ICMI_Top-50_Thought-Leaders

 

For the last three years, Leslie has been listed as one of ICMI’s Top 50 Thought Leaders “… who help educate, inspire, and motivate the customer service industry.”

 

Leslie holds a B.A. in English and Rhetoric from the University of Illinois and an M.S.Ed from Northern Illinois University. She lives in Silver Spring, Maryland with her family and her dog, Moxie, who barks concisely, of course.

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  • January 29, 2017


    Your Reading List: Get Up to Speed on Bots in Customer Service

    Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Here's a reading list that will help you get up to speed. And if you've read (or created) a great piece on bots in customer service, mention it in the comments. I'll include it in this reading list.

    Read more on the blog »