Customer-centred letter writing
Despite email, letters are still 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, many people now approach formal letter writing with a mixture of caution and confusion. 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. Even if that’s only half true, it’s still publicity you could do without.
But handle the complaint well, and they’ll spread good news instead. This lively letter writing skills course shows you how to deal with even the most difficult customer, avoid 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
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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
- avoid the letter writing jargon trap
- avoid common grammar traps
- punctuate perfectly.
Download a PDF about this course, including a course outline.
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- Who is this course for?
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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.
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Sample writing courses
- Business report writing
- A must for producing concise, well-organised reports
- Customer-centred letter writing
- How to handle complaints and get the tone right with customer letters
- Effective email writing
- Making sure your messages are read – and acted on
- Effective team communications: creating a voice
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How to edit sensitively and manage multiple contributions
- Essential grammar and punctuation
- Refresher session on all the basics you never learnt at school
- High-impact business writing
- How to get your documents read first: planning, structure and using plain English
- High-impact tender and sales proposal writing
- The best option if you need to persuade or influence people
- Persuasive project proposal writing
- Maximising your chances of getting your project off the ground
- Technical writing
- Communicating complex information concisely – without dumbing down
- Writing for presentations and speeches
- The secrets behind confident, compelling public speaking
- Writing for the media
- Tips and technique for writing news, features and press releases
- Writing for the public sector
- Ensuring your voice is heard by the right people in the right way
- Writing web content with clout
- Does what it says on the tin
