Happier customers, less pushback, better benchmarking and faster responses

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Writing to customers

Who is it for?
Anyone who writes letters and emails to customers.

What level is it for?
Any level. We tailor the content to meet participants’ needs, communications and backgrounds.

When and where
Date arranged around you. We can train at your site, or train your team remotely online.

Course length
Flexible, typically one day.

Delegates
We can train from four people up to your entire organisation. Each session has a maximum of ten delegates.

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Complaints can be about anything from service to product failures, technical support to repairs. But they all have one thing in common: there’s a customer behind every letter or email.

It’s crucial your team keep this fact in mind with everything they write. With this course, you can be sure they will. We’ll build your team’s skills in all major areas of customer writing.

By the end of the training, attendees will be able to:

show empathy and build rapport
easily build a logical structure using the SCRAP formula
write clearer letters and emails that result in fewer escalations
get their message across
match their tone and level of language precisely to each reader
understand and address all of your customers’ issues
use correct grammar and punctuation.

Learn all about this course

Get the full course guide (PDF)

Enquire about this course

Call +44 (0)1273 732 888 or send us a message