Customer-centred letter writing
Despite the prevalence of email, letters still represent a vital communication channel
between an organisation and its customers. In fact, we probably pay more attention now to letters than ever before.
Yet customer letter writing is becoming a lost art. Once a fundamental professional
skill, formal letter writing now provokes caution and causes confusion for many people.
View course details
Handling customer complaints
It’s often said that a customer who complains to a company will tell up to
nine other potential customers of their grievance.
But handle
the complaint well, and they’ll spread good news instead. This lively
letter-writing course shows you how to deal with even the most
difficult customer, prevent problems escalating and increase goodwill.
Better business letter writing
Happily,
not all letters are complaints. But the golden rule of any customer
letter writing is to remember that there is a person behind each one.
Call us on +44 (0)1273 732 888 or email us to find out more.
What you'll learn
On this highly practical one-day letter-writing course, a writing specialist will show you how to:
- structure for success
- understand business letter writing etiquette
- put the reader first
- get the customer 'on side' in the first paragraph
- end on a positive note
- defuse difficult situations
- write confidently and clearly
- deliver negative news
- make the most of good news
- structure sentences effectively
- steer clear of letter-writing jargon
- avoid common grammar traps
- punctuate perfectly.
Download a PDF about this course, including a course outline.
What our clients say
'Emphasis is extremely good at raising communication standards to a very high level.'
- Simon Rhodes, Ernst&Young
'Emphasis has set exceptionally high standards both in professional customer service and operational efficiency – in terms of clear and timely communication as well as organisation of courses. Most importantly, we’ve seen a significant improvement in our people’s writing skills.'
- Zuzana Mraczek-Malek, Boxwood
'We’ve commissioned classes in the past that take a more broadbrush approach and for sure they’re (sometimes) cheaper, but for the most part they make little difference to performance. So where’s the benefit? We have nothing but praise for the Emphasis training and highly recommend it.'
- Liz Davenport, Devon Partnership NHS Trust
'The trainer was highly experienced and very professional, and tailored the courses to people’s needs.'
- Matthew Batchelor, Nuffield Trust
Call our friendly advisors now on +44 (0)1273 732 888 to discuss how we can help you improve your customer letters, or see more client case studies.
Confidential writing analysis and questionnaire

Our unique writing analysis will give you the confidence and focus you need to improve your writing efficiently and effectively. Because it focuses on no fewer than 15 specific business-writing skills, you'll discover your strengths as well as areas for improvement.
You'll also receive a questionnaire ahead of the day so you can let the trainer know exactly what you want to achieve. Taken together, these ensure that no delegate gets left behind and everyone benefits from training appropriate to their level.
We take your privacy seriously, so your results won't be shared with other delegates (unless you choose to do so yourself). And if you give us any sensitive documents to analyse, we will be happy to sign a non-disclosure agreement.
Expert trainers
All our trainers are experts in writing for business, with a background in industries where writing is the main focus. So they are well equipped to handle even the trickiest customer letter-writing queries and offer practical advice.
Each must go through rigorous selection and training processes, and pass a six-stage series of tests, before we consider them qualified to work for you.
Find out more about our trainers.
Supporting you after the course
We provide a year's phone and email support after the course, so you can return to your desk confident you'll continue to get the help you need. You'll be able to tackle your next customer letter with peace of mind, knowing that whatever your query, you'll be within easy reach of the solution.
And we'll be happy to arrange further post-course analysis, training and coaching specific to your needs if you want it, to ensure you gain maximum long-term benefit.
For more information about how we can help you or your colleagues write better customer letters, talk to us on +44 (0)1273 732 888 or send us a message.
Sample writing courses
How to get your documents read first: planning, structure and using plain English
How to handle complaints and get the tone right with customer letters
Refresher session on all the basics you never learnt at school
Making sure your messages are read – and acted on
The secrets behind confident, compelling public speaking
Suitable for anyone who has to write persuasively to win business
Maximising your chances of getting your project off the ground
Communicating complex information concisely – without dumbing down
Does what it says on the tin
Ensuring your voice is heard by the right people in the right way
How to edit sensitively and manage multiple contributions
A must for producing concise, well-organised reports
Tips and techniques for writing news, features and press releases
How to write letters your company can be proud to sign off