For many customer support pros and business owners, December is a month of overflowing inboxes, overtime and overwhelm. Only to be continued in January, when the end-of-season sales kick off properly and the returns come in. In this article, I share my 12 favourite try-today ideas that can help you cope with this busy time.Read More
In this short article, we'll demystify "sales through service" by showing 5 ways that service and sales support each other. Ultimately, we hope to contribute to a view of customer service as a profit centre, not a cost centre — and a better experience for all customers.Read More
One of the most frequent requests we get: a page that contains words or expressions that should be avoided in replies to customers. So, here it is. 13 examples of what not to write, and what to write instead. We hope to grow this to a long list, so please add your own examples in the comments.Read More
Insights from scratch have been nominated for the Sunshine Blogger Award. Read on to learn about our views on design, travel, different cultures — and using words to share positivity and connection.Read More
What really works for ethical companies and conscious consumers? Read on to find out how to add a bit of unexpected sparkle to your everyday interactions — and turn your customers into fans who'll do the advertising for you.Read More
Despite Siri and Alexa, writing may be the 21st-century skill. Good writing can give your support the competitive edge. So we've collected our top tips for improving your team's writing skills.
They work in any language — and even with non-native speakers.Read More
"No more embarrassing customer service emails!" — It's often this aim that makes companies set out to monitor their customer service teams. But what makes good service writing?
We recommend 3 proven quality criteria — making it transparent and easy to train or coach.Read More
Complaints and brand personality — an impossible mix? Some companies think so, and tone their complaint responses down to sound completely neutral.
In this blog post, Sabine shares 4 ½ tips to help your brand shine through, even in the face of complaints.Read More
In this blog post, we'll look at a few example sentences from an email we've had — and shed some light on:
- The importance of sentence length for good communication
- How to avoid unintentional rudeness by writing simply and clearly
- 3 free tools to improve your writing
Here at From Scratch, we like to create some of the very first drafts of writing projects in a couple of different versions. Take a look behind the scenes and find out about the benefits of our approach.Read More
Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about ethics and sustainability. Sabine's put a company to the test. See why the response she got isn't good enough — and what you can do so your team gives a better one.Read More
Auto-acknowledgement emails aren't usually personalised. Still, they set the customer’s expectations about tone of voice, attention to detail, what level of service they’ll get and how long it will take. In this article, we analyse and rewrite an example — and teach you 4 important tips to get your own templates right.Read More
Meet Jack: Business insurance on a first-name basis.
Together, we'll show you how to create FAQs that actually help people, how to use FAQs for content marketing, and why your FAQs' tone of voice matters — among other things.Read More
Successfully resolving a complaint is the happy result of a respectful, non-violent exchange about the customer's needs and how to meet them. This article introduces you to a scientifically proven way to connect with people who are stressed, emotional and making a complaint.Read More
We all like to feel a spark of connection with people we're dealing with. It makes us feel recognised and important. Here's how to write like a human in three easy steps — and a before-and-after example.Read More
In any business, it makes sense to explore customers' true needs and desires. Find ways to be explicit about them, and build your support accordingly.Read More
If the ability to communicate is misunderstood as a talent, a personality trait or an attitude, support teams are only going to grow their frustration instead of their most important professional skills.Read More