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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.
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.
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
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:
Learn all about this course
Get the full in-person course guide (PDF)
Get the full remote-learning course guide (PDF)
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.
What our delegates say about us.
Very interesting and easy to understand with relevant examples.
Olivia O'Brien, Swan Housing Group
Excellent relevant content very applicable to role. Excellent resources.
John Arnold, British Association of Snowsport Instructors
Very interesting course and relevant to our organisation.
Kate Murray, Brewin Dolphin
Fun and interactive. I will take away many useful tips from today!
Christopher Courtiour, Harrods
Really enjoyable course with content extremely useful for our objectives.
Danny Hammond, Enfield Council
The course was fun, dynamic and will surely prove to be very useful! Thank you.
Sarah van der Meer, IATA
We’ve seen our satisfaction scores go up. The training helps us provide exceptional service.
Hannah Watt, Berkeley Homes
What our delegates say about us
Unique pre-course analysis
Full course customisation
Over 20 years' experience
Our expert trainers
We analyse the writing of every attendee on the course according to 15 different areas. This means our trainers will have a solid understanding of the writing issues of every one of your people – before anyone even enters the training room. It's a method unique to Emphasis that's successfully helped around 80,000 professionals across the world.
You have access to our dedicated helpdesk for a year after your course.
You will also receive regular free tips and resources by email. We also offer optional post-course coaching clinics.
Our specialist learning designers work hard to create a programme that’s customised exactly to the problems your team are facing.
Since we began in 1998, we’ve helped improve writing and communications skills for over 80,000 delegates and we’ve worked with over 1,000 companies – including many just like yours. See our case studies here.
We make sure to match the right trainer to your organisation, meaning you can rely on getting someone with the best skills, approach and experience to solve the challenges your team are facing.
All our trainers and consultants have years of professional experience in writing, editing and communications. And every one goes through a six-month onboarding process to ensure they can effectively and engagingly deliver that expertise to you.
We analyse the writing of every attendee on the course according to 15 different areas. This means our trainers will have a solid understanding of the writing issues of every one of your people – before any training even begins. It's a method unique to Emphasis that's successfully helped around 70,000 professionals across the world.
Since we began in 1998, we’ve helped improve writing and communications skills for over 70,000 delegates and we’ve worked with over 6,000 companies – including many just like yours. See our case studies here.
All our trainers and consultants have years of professional experience in writing, editing and communications. And every one goes through a six-month onboarding process to ensure they can effectively and engagingly deliver that expertise to you in the training room.
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