You'll want to download 12 Customer Service Fails and How They Could Have Been Prevented and read interviews with customer service experts--including E-WRITE's Leslie O'Flahavan--who describe their worst customer service experiences and explain what the company could have done to prevent the situation. On page 4, Leslie tells the story of a her live chat with a customer service agent whose writing was so incoherent, she may have been hallucinating! Read this ebook and learn how to avoid making common customer service mistakes that annoy your customers.
Need to write FAQs that help customers help themselves? Download our FAQs Style Guide, originally prepared for the Energy Information Administration (EIA). Though the examples in the FAQs Style Guide are specific to EIA, you'll find the Style Guide useful if you want to write FAQs that answer customers questions completely and concisely. (9 pages; 405k PDF)
We developed this practical, hands-on social media writing guide for the Centers for Disease Control, but the examples and advice aren't just for health communicators. If your organization wants to provide high quality social content for customers and readers, download the Guide, review the many examples, and practice writing customer-oriented Tweets, Facebook posts, and texts. (57 pages; 1.7 MB PDF)
Trying to standardize spelling, punctuation, grammar, and capitalization at your website? Download the 66-page Web Editorial Style Guide we developed for the Energy Information Administration (EIA). Though the Style Guide is illustrated with EIA-related examples, its common sense advice is useful for anyone who wants to publish correct, consistent content. (66 pages, 1.16 MB PDF)
At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best. We sent the identical e-mail query to hotel chains with properties near Chicago’s Midway Airport and received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. To see which hotels provided excellent service and which bombed, download the hotels' e-mail responses and our comments. (7 pages; 188k PDF)
Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven big-name retailers that sell a certain toy croquet set we were interested in buying and having shipped to a "nephew" who lives in Switzerland. We wanted to compare how well Amazon.com, Buy.com, Overstock.com. Sears, Toys R Us, Walmart, and Alex Toys answered the same customer question. Download this whitepaper and read the retailers’ e-mails and our comments on which companies provided excellent service and which ones disappointed a prospective customer. (15 pages, 269k PDF)
Trying to coach or train customer service agents to write high-quality live chat to customers? Show them what works and what doesn't in these real chat transcripts from companies including Nordstrom, Comcast, Zappos, and Earthlink. I've included my comments on each transcript, so you'll learn about the quality of the writing, the agent's tone, and strategies that lead to first contact resolution. Download this whitepaper and see which companies connect with customers in chat, which ones don't, and why.
- Announcing my new Lynda.com course, “How to Write Customer Service Email”
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- Don’t Jekyll-and-Hyde Your Customers: Why Customer Service Should Also Use Your Company’s Brand Voice
- Resource List: Copyright-Cleared and Royalty-Free Images