Writing Matters Blog

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

January 18, 2018

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.


Five Email Bad Habits That Make People Dislike You

November 17, 2017

These days, we begin most work relationships via email and we sustain them that way. All day long, we exchange emails with colleagues and clients whom we may rarely see in person or speak to on the phone. These five email bad habits may be putting people off you, even if they haven’t met you. Read on to see whether you have these bad habits and how to get rid of them, quickly.



Announcing my new Lynda.com course, “How to Write Customer Service Email”

April 10, 2017

Yep, you read that right! My first Lynda.com course, “How to Write Customer Service Email” is ready to view, and I am thrilled to share it with you. The course is made up of 29 short videos (about 3 minutes each) and loads of handouts and exercises, so you can apply what you have learned about writing great email…


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

January 29, 2017

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.