Writing to customers
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. And the reply they get could make or break their relationship with your organisation and brand.
It’s crucial your team keep this fact in mind with everything they write – and this course will ensure they do. We’ll build your team’s skills in all major areas of customer writing, so you can be sure that their responses will always have a positive result.
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 tailor the training to the delegates’ precise writing needs, delivering long-lasting business benefits.
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 courseGet the full course guide (PDF)