Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents, Fourth Edition

Clear, Correct, Concise E-Mail is a writing workbook for customer service agents who answer e-mail queries. The self-paced workbook uses e-mail exchanges between customers and companies to teach customer service professionals the writing skills they need to communicate with customers. <P>The workbook includes a test to assess writing skills; chapters on spelling and word use, punctuation, tone, clarity and conciseness. Agents will learn how to write for global customers. More than 35 writing exercises let agents practice writing skills. Checklists and other writing tools help agents complete writing exercises and write effective e-mails on the job.

Leslie O’Flahavan is owner of E-WRITE, the writing training consulting company she formed in 1996. Leslie is a plain language practitioner who helps the world’s biggest brands write better email, chat, and social media to customers. She’s a customer service writing expert who can teach the most stubborn, inexperienced, or word-phobic employees to improve their writing skills, so they can do their jobs better. As a result of her work, E-WRITE clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk. Leslie’s recent projects include helping Marriott launch live chat for their Sales IT Support team, training Air Canada’s Customer Relations agents to write in the airline’s updated brand voice, writing a Social Media Guidebook for Hawaiian Airlines, and teaching the Technology Operations Team for the Abu Dhabi Investment Authority to write in plain language. She is author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Since 2015, Leslie’s been on ICMI’s “Top 50 Thought Leaders” list. In 2020, she was named one of Netomi’s “50 of the Best CX Influencers,” and ProcedureFlow’s “Top 30 Customer Service Influencers.” Leslie is a LinkedIn Learning instructor of six writing courses including Writing in Plain Language and Serving Customers Using Social Media. Leslie holds a B.A. in English and Rhetoric from the University of Illinois and an M.S.Ed from Northern Illinois University. She lives in Silver Spring, Maryland with her family.