Leslie O'Flahavan has delivered writing courses for support center staff, customer service agents, and social media managers, helping thousands of professionals hone their customer-focused writing skills. She helps support organizations train agents to write well in all service channels, measure the quality of their writing, and revise and maintain their entire library of canned answers. Leslie is the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Visit her E-Write website, follow her on >Twitter, or connect with her on LinkedIn.