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.

(This is a course for in-house teams. Just looking for training for yourself? See our course for individuals here.)

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 one day.

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

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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Your customer-service team have a pivotal role. The emails and letters they write can build or break the relationship your customers have with your organisation.

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. We tailor the content using real-life examples of your customer-service exchanges, so all the materials will be directly relevant to your team – 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.

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, send us a message or
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