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Methodology:
Our training methods are based on research that shows how adults learn best. This includes showing respect for their experience and expertise – and encouraging them to share problems and solutions.
We believe people learn most from doing not listening, so each learning point is consolidated with practical exercises and participants are encouraged to explain how they will apply these new skills in their work. Participants also create a personal action plan, to help them to focus on how they will use the techniques they have learned.
Part One:
Defining good customer service
Essential steps in writing or responding to a customer letter
Putting yourself in your readers’ shoes by identifying their:
- Concerns and characteristics
- Levels of education and experience
- Attitude towards your purpose and information
Creating a useful objective for your letter or email, using '5Ws and H': Who? What? Why? Where? When? and How?
- Planning for closure
- Creating the structure, using a skeleton format
- Writing a draft: Putting meat on the bones
- Overcoming writer’s block
- Practice
Part Two:
Identifying a good style
Transforming your style using KISSSS –
Keep it Short, Simple, Strong and Sincere by:
- Writing in a suitable style for your target audience
- Using clear, concise, accessible English
- Avoiding wordiness
- Cutting jargon and ‘business speak’
- Re-structuring sentences and paragraphs
- Cutting ‘dead wood’
- Using the active voice
- Writing topic sentences
Common errors: commonly confused words
Making technical information more accessible
Making letters and emails look readable
Netiquette for emails
Online resources for reference
Practice
Part Three:
Creating sample templates for different types of letters and emails , including:
- Developing new customer relationships
- Gaining customer confidence
- Delivering difficult messages to customers
- Handling complaints with empathy and efficiency
- Using friendly greetings and sign-off
Practice
Part Four - Editing for Accuracy:
Editing strategies: how to re-read more effectively
Edit for objectives, readability, structure and content
Common errors: grammar, punctuation and use of English
Practice
Pre-Course Work:
Participants are asked to send three letters that they have written, to use during the individual editing practice. These are treated in strictest confidence.
Post-Course Work:
Participants will create a Customer Service Action Plan at the end of the day. This will include what they learnt from the course and what they need to practise – and can be used as a basis for personal development in customer communications.
Back to Main Course Details
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