CUSTOMER SERVICE WRITING SKILLS
PUTTING THE CUSTOMER FIRST

Course Aims:

First impressions count. That’s why all written communications to customers should be clear, concise, strong and sincere – and convey a modern professional image.

Using over-formal words, chilly phrases, jargon, waffle, or incorrect grammar can send your customers the wrong message. In a highly competitive marketplace, it’s your people that give you the edge – but only if they know how to sound approachable, efficient and professional in correspondence.

Can your customer-facing staff write to defuse a difficult situation or does an inability to communicate clearly and sincerely escalate a problem?

Course Benefits:

• Put the customer first in all communications
• Write clearly, confidently and effectively for your target audience
• Understand how to write with clarity, simplicity, brevity and a modern, professional voice
• Write well-structured letters and emails that get the message across immediately
• Identify and avoid common errors of grammar, sentence structure, vocabulary and punctuation
• Understand how to give bad news diplomatically and to use good news as an opportunity
• Have the skills to edit and proofread your own and others’ written work
• Take away a comprehensive resource pack

This course is for:

• Anyone who regularly writes letters or email to customers or anyone who leads a customer-facing team.

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