Leslie O'Flahavan

Leslie O'Flahavan

Silver Spring, Maryland, United States
35K followers 500+ connections

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Licenses & Certifications

Volunteer Experience

  • Literacy Council of Montgomery County Graphic

    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.

  • A Wider Circle Graphic

    Job Coach

    A Wider Circle

    - 2 years 1 month

    Poverty Alleviation

  • Social Media Manager

    WACRA

    - 3 years 1 month

    Handle social media communications for the annual conference of WACRA (Worldwide Airline Customer Relations Association)

Publications

  • 5 Things You Should Stop Writing to Customers

    CRM Magazine

    I’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...

    See publication
  • 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 authors
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  • 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 authors
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  • Using Chat for Customer Service

    Consumer Directions magazine

    Consumer Directions is SOCAP Australia's monthly magazine

    See publication
  • Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents

    E-WRITE LLC

    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…

    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

    See publication
  • EIA Writing Style Guide

    Energy Information Administration

    Authored the 2009 version of the EIA Style Guide and reviewed updates to the 2012 version.

    See publication

Honors & Awards

  • 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

  • SOCAP

    Member of Board of Directors - SOCAP DC Metro Chapter

    -
  • 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

  • Help Desk Institute

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  • Society for Technical Communication

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