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 business letter writing is becoming a lost art. Once a fundamental professional skill, formal letter writing now provokes caution and causes confusion for many people.
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.
Who is this course for?
This letter-writing course is suitable for anyone who writes customer-facing letters or emails. It is of particular benefit to those who sometimes struggle to structure an argument or hit the right note, or are concerned about ‘bite-back’, where a reply to a complaint just produces another complaint.
