The science behind support
Registration runs on Zoho Webinar. You get the join link and a calendar invite.
Your host
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About this session
Most support teams train on tone by feel. "Be empathetic." "Sound friendly." But how customers read a reply follows patterns you can learn, test and teach.
In this masterclass, Ines van Dijk unpacks the science behind support conversations: why some replies calm a frustrated customer and others make things worse. You'll leave with language choices you can bring straight into your macros, QA scorecards and team coaching.
Who it’s for: support agents, team leads, QA specialists and trainers who want their written support to work better.
Your host: Ines van Dijk, CX Communication Specialist at Customer Support Excellence.
Every event is free. Members can book 1:1 sessions with the hosts.
Unlimited calls with the CX leaders you meet here, plus access to the community.
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