Inhalt: Podemos escrever e-mails para os clientes com uniformidade e profissionalismo, mas não precisamos parecer robóticos para que sejamos eficientes. Neste curso, a instrutora de redação Leslie O'Flahavan compartilha e-mails reais de atendimento ao cliente, para que você veja como se comunicar com clareza e sinceridade a fim de ajudar os clientes a se sentirem ouvidos e garantir que suas respostas forneçam a ajuda de que precisam. Leslie apresenta técnicas que os atendentes podem aplicar para desenvolver práticas robustas em uma central de atendimento e melhorar o relacionamento com o cliente. Umfang: 01:04:28
Inhalt: Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You'll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O'Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin-all while maintaining your company's brand. Learn all the writing skills you'll need to provide top-notch live chat and text customer service. Umfang: 00:38:30.00
Inhalt: Today's customers are moving away from one-to-one channels like telephone and email and toward public, one-to-many channels that are mobile and social. As a result, if you're a frontline customer service professional, you need to update your writing skills to ensure you can represent your company's brand and meet your customers' needs on Facebook, Twitter, and any new, emerging social channels. In this course, writing instructor Leslie O'Flahavan explains how social customer care differs from traditional channels, and demonstrates how to write in a personal, on-brand tone of voice. Learn when to move a customer to a private message, how to gracefully handle rude customers, how to cope with character limits, and more. Umfang: 01:02:52.00
Inhalt: Social media is a critical new tool for customer service. Using it right is an artform. When you reply to one customer, thousands read your response. Every word is shared with the world. This course prepares you to serve customers in high-stakes channels like Facebook, Twitter, and Instagram. Leslie O'Flahavan explains how to respond quickly, move from public to private channels, and write in an authentic but professional tone that blends your company's templated responses with your own personal touch. Examine real-world tweets, Facebook posts, ratings, and reviews to see what happens when skillful customer service reps talk down angry customers and even trolls. Leslie also provides writing tips to keep your grammar and punctuation professional and in line with your company's brand. Umfang: 00:54:41.00
Inhalt: A quickstart guide is a short, getting-started document that usually accompanies a product or software. In this course, writing instructor Leslie O'Flahavan explains the components, best writing practices, and overall strategy for creating a quickstart guide that helps readers easily find answers to their questions. Leslie shares how to base your quickstart guide on your user manual or develop your guide by using customer feedback. She also discusses how to clearly identify the overall purpose of your guide, write clear headings, and use plain language. To wrap up, she covers methods for getting feedback from subject matter experts and users to ensure that your guide is both accurate and useful. Umfang: 00:57:44.00
Inhalt: You can write to customers-via email-with consistency and professionalism, but you don't need to sound robotic to be efficient. Writing instructor Leslie O'Flahavan has real customer service emails she shares with you in this course, so you can see how to communicate with clarity and sincerity to help customers feel heard and ensure your responses provide the help they need. Leslie shares techniques customer service agents can apply that help build strong practices in a contact center and improve customer relations. Umfang: 01:06:04.00
Inhalt: Plain language is a modern communication philosophy and a world-wide movement. It's the reader-focused way to write, ensuring every sentence is easy to read and understand. This course provides a clear definition of plain language and helps you adapt your writing to this concise, modern style. Online writing expert Leslie O'Flahavan explains how to focus your content, add structure with tables and lists, use active voice, and adopt a direct, personal style that communicates clarity and confidence to your audience. Follow along and learn how to write content that helps people understand what they've read and find the information they need-to get important things done. Umfang: 00:42:05.00
Programm Findus Internet-OPAC findus.pl V20.235/8 auf Server windhund2.findus-internet-opac.de,
letztes Datenbankupdate: 09.05.2024, 18:27 Uhr. 972 Zugriffe im Mai 2024. Insgesamt 511.202 Zugriffe seit Januar 2009
Mobil - Impressum - Datenschutz - CO2-Neutral