Customer-centred letter writing

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.

'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.

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.

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.

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.