Breaking the Ice Episode #15: Fails and Macros with Leslie O’Flahavan


You’re not going to want to miss Episode #15 of Breaking the Ice. We are super excited to break the ice with our good friend, Leslie O’Flahavan. She’s the owner of E-WRITE and the premier expert on writing for customer service. In this episode we talk about some of those times where we tried desperately to be cool but failed miserably. We then dove into the topic of macros, canned responses, or templates — whatever you want to call them. You’ll get some terrific advice on how to use them properly with your customer service team.

Here are the official questions for the week:

Icebreaker Question- Have you ever tried to be cool and failed miserably?

Customer Service Question- Canned responses: good, bad, or otherwise?

We’d love to hear your answers to these questions. Also, if you have any questions for us for future episodes or are interested in being a guest, leave us a comment below.

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is also the co-founder the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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