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Writing for customer service course

Who is it for?
This customer-service writing training is suitable for any teams who write to customers – whether that’s emails, letters, live chat or even knowledge base content.

Non-native English speakers on your team? See if our course is suitable.

This course is for in-house teams. Follow link to see the course for individuals.
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, anywhere in the world, or train your team remotely online.

Course length
Flexible, typically 3–7 hours. Online training can be split into two shorter sessions.

We can train from four people up to your entire organisation. Each session has a maximum of ten delegates. (Why only ten?)

Not exactly what you were looking for?
No problem. We can combine elements from any of our courses to fit your needs exactly.

Your course can also be part of a blended programme that will support your team in changing their writing for good.

The cost will depend on a few different factors. See how our pricing works here.

Let’s talk about your course

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Customer service teams have a pivotal role. The communications between them and your customers can build or break the relationship that your customers have with your organisation. It’s crucial your team can write empathetic, human responses that fully answer your customers’ concerns.

This course will give your team the skill set to write confident, clear and thorough customer service messages, content and communications. That means more first-time resolutions and happier customers – who may just be happy to tell the world how great they think you are.

We tailor the course content based on real-life examples of your customer service exchanges, so all the materials will be relevant, and the techniques easy to apply.

A key feature of this course is that all delegates receive our unique pre-course writing analysis. This covers 15 different areas of writing skills and helps us ensure the training meets the delegates’ precise writing needs, while ensuring delegates make rapid, targeted improvements.

We can run this course remotely online or in person at your workplace or choice of venue.

By the end of their bespoke course, attendees will be able to:

show empathy and build rapport
easily build a logical structure into emails and letters
write clearer responses that result in fewer escalations
get their message across, whatever they’re writing
match their tone and level of language to each reader
understand and address every issue your customers raise
make the most of template responses, tailoring as needed
use accurate grammar and punctuation.

Learn all about this course

Get the full in-person course guide (PDF)

Get the full remote-learning course guide (PDF)

Cyber Essentials Plus

We are certified to Cyber Essentials Plus standards. So you can be confident when sharing your documents and delegate details that your information is safe.


We're also FSQS registered. FSQS is a third-party compliance and risk assessment trusted by some of the largest banks, building societies and insurance companies in the world.

Enquire about this course

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