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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 and launched two courses: How to Write a Customer Service Email and Customer Service: Writing for Social Media.

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 18, 2018


    Yes, Boomers Do Want to Text Your Company for Customer Service

    Is your company is gearing up to offer customer service via text? That’s great! Your customers are going to love the convenience. As you plan your roll out, beware of a common trap: ageist thinking. While texting behaviors do differ slightly by the age of the person holding the smartphone, customers of all ages will use text for customer service if you make the channel easy to use. If you assume your older customers aren’t into texting, you’re mistaken.

    Read more on the blog »