Connect with Leslie O'Flahavan

Leslie O'Flahavan


Leslie O'Flahavan, E-WRITE principal, has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline's domestic and international contact centers and was featured in a USA Today article about this work.

Leslie is a LinkedIn Learning ( trainer for the courses: "How to Write Customer Service Email" and "Customer Service: Writing for Social Media

Leslie is author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.


Smart Customer Service 2019

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