Leslie O'Flahavan
Silver Spring, Maryland, United States
35K followers
500+ connections
Courses by Leslie
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Technical Writing: Quick Start Guides57m
Technical Writing: Quick Start Guides
By: Leslie O'Flahavan
Articles by Leslie
Activity
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I've Been Thinking About Vending Machines. Stay with me. I've started observing vending machines when I explore new places. Less the contents and…
I've Been Thinking About Vending Machines. Stay with me. I've started observing vending machines when I explore new places. Less the contents and…
Liked by Leslie O'Flahavan
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If a time machine could take me back to 2014 when I was a baby magazine editor 👶, I would ask to talk to readers on the regular. It’s bananas to me…
If a time machine could take me back to 2014 when I was a baby magazine editor 👶, I would ask to talk to readers on the regular. It’s bananas to me…
Liked by Leslie O'Flahavan
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🎉2026 is fast turning into a year of firsts for me! 🎉 🩷 First PODCAST with The Contact Centre Network talking to Katherine Elias about all the…
🎉2026 is fast turning into a year of firsts for me! 🎉 🩷 First PODCAST with The Contact Centre Network talking to Katherine Elias about all the…
Liked by Leslie O'Flahavan
Licenses & Certifications
Volunteer Experience
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Volunteer tutor
Literacy Council of Montgomery County
- 7 years 1 month
Help adults students from El Salvador and Bangladesh improve their English speaking, writing, and reading skills.
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Social Media Manager
WACRA
- 3 years 1 month
Handle social media communications for the annual conference of WACRA (Worldwide Airline Customer Relations Association)
Publications
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5 Things You Should Stop Writing to Customers
CRM Magazine
See publicationI’m going to give you a (friendly) scolding about some ingrained customer service writing habits you need to break, along with some bad customer service wording you should stop using right now. But don’t worry; I won’t scold you the entire time. I’ve also got some up-to-date, honest alternatives, so you can freshen your writing style...
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On Writing: Leslie O'Flahavan Gets to the Point
Deborah Brody Marketing Communications
"1. What role does writing play in your work and how important a skill is it?
Writing IS my work. Because I am a writer myself and a life-long writing teacher, writing plays the largest role possible in my work. Of course, I may be a bit biased, but I think writing is an essential skill. At work, writing is perhaps THE essential communication skill..."Other authorsSee publication -
How to Write Automated Texts That Sound Human Not Robotic
Customer Relationship Management magazine
If your customers have opted in to receive texts from your company, they probably realize that some of your texts are going to be sent by an automated system and that you don’t actually have a human employee, chained to a desk, hand-typing each appointment confirmation or loyalty program welcome message!However, even if your texts to customers are automated, they shouldn’t sound mechanical. Here are 10 tips to help you write automated texts that sound human and build rapport with your customers.
Other authorsSee publication -
Using Chat for Customer Service
Consumer Directions magazine
See publicationConsumer Directions is SOCAP Australia's monthly magazine
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Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents
E-WRITE LLC
See publicationDo your customer service agents write e-mails that include embarrassing grammar or punctuation errors? Do they fail to answer customers’ questions? Is their tone unfriendly or curt? The Clear, Correct, Concise E-Mail workbook, a cost-effective, self-paced or instructor-led curriculum, will help you solve your agents’ e-mail writing problems. Clear, Correct, Concise E-Mail uses real e-mail exchanges between customers and companies to provide hands-on practice in essential e-mail writing…
Do your customer service agents write e-mails that include embarrassing grammar or punctuation errors? Do they fail to answer customers’ questions? Is their tone unfriendly or curt? The Clear, Correct, Concise E-Mail workbook, a cost-effective, self-paced or instructor-led curriculum, will help you solve your agents’ e-mail writing problems. Clear, Correct, Concise E-Mail uses real e-mail exchanges between customers and companies to provide hands-on practice in essential e-mail writing skills:
- Write clear, strong sentences
- Use a polite, personal tone
- Select the correct word and spell it right
- Punctuate correctly
- Write for global readers -
One-and-Done Customer Service E-mail: Ending the E-mail Loops
Contact Professional Magazine
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EIA Writing Style Guide
Energy Information Administration
See publicationAuthored the 2009 version of the EIA Style Guide and reviewed updates to the 2012 version.
Honors & Awards
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ICMI's Top 50 Thought Leaders of 2017
International Customer Management Institute
For the last three years, I've been listed as one of ICMI’s Top 50 Thought Leaders “… who help educate, inspire, and motivate the customer service industry.”
See the list of Thought Leaders at http://www.icmi.com/Resources/Social-Media/2017/12/ICMI-Top-50-Thought-Leaders-2017
Organizations
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SOCAP
Member of Board of Directors - SOCAP DC Metro Chapter
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Worldwide Airlines Customer Relations Association (WACRA)
Social Media Manager
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Anne Swaminathan Scholarship
Scholarship Manager
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Content Management Professionals
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DC Web Women
Steering Committee Member, Co-Director of the Speakers Series
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Help Desk Institute
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Society for Technical Communication
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Recommendations received
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LinkedIn User
21 people have recommended Leslie
Join now to viewMore activity by Leslie
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I advocate for plain language in my work with nonprofits because it helps get things READ. I’ve copyedited three technical reports from nonprofit…
I advocate for plain language in my work with nonprofits because it helps get things READ. I’ve copyedited three technical reports from nonprofit…
Liked by Leslie O'Flahavan
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Hey support pros: I know you have opinions about the world of support...why not share them on a podcast with me! This season on The Supportive I'm…
Hey support pros: I know you have opinions about the world of support...why not share them on a podcast with me! This season on The Supportive I'm…
Liked by Leslie O'Flahavan
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My thoughts- Gross Patronizing Insensitive Out of touch Flippant Customer-hostile Dismissive Alienating The final nail in the coffin on my opinion…
My thoughts- Gross Patronizing Insensitive Out of touch Flippant Customer-hostile Dismissive Alienating The final nail in the coffin on my opinion…
Liked by Leslie O'Flahavan
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THE KIDS ARE ALRIGHT! 🎥 🏆 🎬 I had the privilege of judging this year's California Student Media Festival — where #medialiteracy is a brand new…
THE KIDS ARE ALRIGHT! 🎥 🏆 🎬 I had the privilege of judging this year's California Student Media Festival — where #medialiteracy is a brand new…
Liked by Leslie O'Flahavan
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The theme for Call Center Campus 2026 is "desert oasis." I traveled to a real oasis to work on my keynote. Did I go too far? There weren't any other…
The theme for Call Center Campus 2026 is "desert oasis." I traveled to a real oasis to work on my keynote. Did I go too far? There weren't any other…
Liked by Leslie O'Flahavan
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Day 2 of SWPP was somehow even better than Day 1! A Nate Brown session never disappoints, and this time was no exception! We all walked out ready…
Day 2 of SWPP was somehow even better than Day 1! A Nate Brown session never disappoints, and this time was no exception! We all walked out ready…
Liked by Leslie O'Flahavan
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"Words matter." That's a direct quote from Smarsh's Janine Deegan and Steve Springer. They replaced "Does this resolve your issue?" with "Do you need…
"Words matter." That's a direct quote from Smarsh's Janine Deegan and Steve Springer. They replaced "Does this resolve your issue?" with "Do you need…
Shared by Leslie O'Flahavan
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It's been a mind-bendingly great Day 1 at the Consortium for Service Innovation's #ServiceInnovationSummit. And now, Splunk/Cisco presenter Marco…
It's been a mind-bendingly great Day 1 at the Consortium for Service Innovation's #ServiceInnovationSummit. And now, Splunk/Cisco presenter Marco…
Shared by Leslie O'Flahavan
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I’m at my first #serviceinnovationsummit, hosted by the Consortium for Service Innovation and Matthew Seaman is making me feel more hopeful about…
I’m at my first #serviceinnovationsummit, hosted by the Consortium for Service Innovation and Matthew Seaman is making me feel more hopeful about…
Shared by Leslie O'Flahavan
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