HDI Information Technology Conference 2018

Session 102: How to Write Like a Human in an Age of Speed


Wednesday, April 10 at 10:15 AM

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Support organizations are being pressured to respond faster than ever to customers' emails. At the same time, they're expected to offer service in a growing list of other written channels, such as chat, Slack, and even social media. But can your support organization do it all? Can your agents write to customers in a "real" style, or must they rely on dry copy-and-paste templates to respond quickly enough? Join customer service writing expert Leslie O'Flahavan and service culture fanatic Jeff Toister to learn how to balance the demands of speed, automation, and humanity in your written communication. Explore the latest research on customers' email response time expectations. Discover how to balance the need for speed with limited resources. Learn how to leverage tools like automation and templating while still delivering a personalized experience.

In this session, attendees will learn:

Jeff Toister

President
Toister Performance Solutions, Inc.

Jeff Toister has authored three books, including the bestselling The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (Lynda.com). Jeff was named one of the top 30 customer service professionals in the world by Global Gurus; he was also named one of the top 25 customer experience influencers by Panviva. Feedspot has named his Inside Customer Service blog one of the top 50 customer service blogs on the planet. Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.


Leslie O'Flahavan

Owner
E-WRITE

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She's a problem-solver for all writing-related challenges, and she's delivered customized writing courses for customer service agents, social media managers, and support desk staff. Leslie helps organizations train their teams to write excellent emails, measure the quality of their emails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline's domestic and international contact centers. Leslie is a Lynda.com author of three courses: "Technical Writing: How to Write a Quickstart Guide," "How to Write Customer Service Email," and "Customer Service: Writing for Social Media." Leslie is also the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.