Improving Communication For Better Customer Service Experiences
How customer service agents speak and write to customers can make or break a brand’s reputation. When communication goes wrong, people stop buying from brands, write unpleasant reviews and give bad survey ratings.
Stacy Sherman brings you Leslie O’Flahavan, LinkedIn instructor and owner of eWrite, to help you understand what great communication looks like. And, what NOT to say that probably never crossed your mind, yet has significant impacts on customer experiences.
You’ll also hear actionable tips about effective leadership and ways Gen Z and Gen X can collaborate better despite different communication styles for better results.
We want you to know and remember that words matter, A LOT. If you care about building and sustaining relationships, customer retention, and brand advocacy, then this podcast episode is going to be a game-changer for you.
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About Leslie O’ Flahavan~ Effective Communications for Better Customer Service
Leslie has helped thousands learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She helps contact centers train agents to write excellent emails to customers and measure their quality.
Recently, she overhauled the customer service writing for a global airline’s contact centers. She is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.
About Stacy Sherman: Founder of Doing CX Right®
An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++. Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.