Writing Matters Blog

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.


10 Awesome Things I Got to Do While Filming a Lynda.com Course

January 11, 2017

I’ve just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and storyboards for my course, How to Write Customer Service Email, I got to fly out to southern California to film it. The course should be available […]


Don’t Jekyll-and-Hyde Your Customers: Why Customer Service Should Also Use Your Company’s Brand Voice

December 17, 2016

It’s not good for your company to use one tone of voice when it’s trying to make a sale and another when it’s trying to solve a customer’s a problem. Customer Service should write in the same brand voice Marketing uses, or one that’s pretty close. Here are three things you can do to enable your Customer Service team to use a brand voice that builds rapport with your company and gives customers a seamless experience.


Resource List: Copyright-Cleared and Royalty-Free Images

August 3, 2016

For selfish reasons, I’m offering you this list of places to find copyright-cleared and royalty-free images. My scattered list of these sites is driving me crazy, and I need to keep track of these links for myself! If you have a resource you really like, please let me know, and I’ll add it to the list.