Communication
Support Writing Fundamentals
Write tickets and responses that reduce follow-up questions and escalations.
Level: Beginner•Duration: 2–3 hours•Status: Coming Soon
What you'll learn
✓The 3-part structure that prevents follow-ups
✓How to deliver 'no' without creating escalation risk
✓Tone markers that build agent authority
✓Common writing patterns that trigger re-opens
Why this matters
Poor writing increases re-open rates by 30-40%, consumes agent time, and frustrates customers. Operators who write clearly own their tickets completely.
Core frameworks & concepts
The Rule of Three: Problem-Action-Outcome
The Clarity Test: Can the customer act on this message?
Tone Spectrum: Helpful → Neutral → Firm (and when to use each)
Common mistakes to avoid
âš Over-explaining (creates confusion, invites pushback)
âš Soft language when firm is needed ('unfortunately', 'I'm sorry')
âš Vague next steps (customer doesn't know what to do)
What you can do after completion
Write responses that answer fully on first contact, reduce re-opens by 20%+, and maintain professional control in difficult exchanges.
Part of these career paths
This module is coming soon. Check back later for enrollment details.