Course Description
CUSTOMER SERVICE WRITING SKILLS – PUTTING THE CUSTOMER FIRST
First impressions count. That’s why all written communications to customers should be clear, concise, strong and sincere – and convey a modern professional image.
Using over-formal words, chilly phrases, jargon, waffle, or incorrect grammar can send your customers the wrong message. In a highly competitive marketplace, it’s your people that give you the edge – but only if they know how to sound approachable, efficient and professional in their correspondence.
Can your customer-facing staff write to defuse a difficult situation or does an inability to communicate clearly and sincerely escalate a problem? This one-day highly practical writing skills course will show staff to use the power of language to strengthen customer relations.
It is designed and delivered by a former Irish Times journalist with extensive writing, editing and training experience. Our training methods are based on research that shows how adults learn best.
This includes showing respect for their experience and expertise – and encouraging them to share problems and solutions.
We believe people learn most from doing not listening, so each learning point is consolidated with practical exercises and participants are encouraged to explain how they will apply these new skills in their work. Participants also create a personal action plan, to help them to focus on how they will use the techniques they have learned.
On completion of this course you will:
- Put the customer first in all communications
- Write clearly, confidently and effectively for your target audience
- Write well-structured letters and emails that get the message across immediately
- Identify and avoid common errors of grammar, sentence structure, vocabulary and punctuation
- Understand how to give bad news diplomatically and to use good news as an opportunity
- Have the skills to edit and proofread your own and others’ written work
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Take away a comprehensive resource pack
Who should attend?
- Anyone who regularly writes letters or email to customers
- Anyone who leads a customer-facing team
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Testimonials
I enjoyed learning about different types of customers....I would definitely recommend this course as I have been to other courses and I have learnt more today than in all of them combined....
BarnardosThe course exceeded my expectations because I learnt a lot more than I expected and I will be able to put that into practical use as the exercise will help me to retain what I have learnt. I enjoyed learning about different types of customers and how to deal with them, the discussion on our own body language and the positive, negative, positive sandwich was very helpful. I would definitely recommend this course as I have been to other courses and I have learnt more today than in all of them combined.. The practical exercise really helped, brilliant trainer. Thank you for your time and what I have learnt today because everything was really helpful and the exercises will help me remember the techniques. Barnardos
European Consumer Centre staff learnt a lot from this course.It was practical, thought provoking and thoroughly enjoyable.
European Consumer CentreEuropean Consumer Centre staff learnt a lot from this course. It was practical, thought provoking and thoroughly enjoyable. We have put some of the suggestions made into practice and are discovering the positive effects that using various communication skills can create when dealing with customers. We would highly recommend this course to others working with the public. European Consumer Centre
This course helped me to reflect on my communication style. It covered multiple learning objectives including the basics and developing sophisticated concepts..
Department of Social ProtectionThis course helped me to reflect on my communication style and to understand the communication styles of others. It covered multiple learning objectives and areas of communication including reinforcing the basics and developing sophisticated concepts such as NLP. The trainer had a lovely warmth as well as a very professional approach to her training. She was very nurturing and empowering. Department of Social Protection
This course covered writing skills for emails, press releases, flow and style, grammar and spelling...all the essentials. It is surprisingly interesting and I received many good tips...
Ards and North Down Borough CouncilThis course covered writing skills for emails, press releases, flow and style, grammar and spelling…all the essentials. It is surprisingly interesting and I received many good tips for attracting attention to the quality of my written work and looking professional. It was much more fun than I expected. Well done! Ards and North Down Borough Council
I learnt a huge amount about being assertive and communicating effectively. The part of the course that impacted me the most was learning the ability to say No...
Department of Social ProtectionI learnt a huge amount about dealing with being assertive and communicating effectively. The part of the course that impacted me the most was learning the ability to say No effectively – using the positive – negative – positive and the whole area of assertiveness. I thoroughly enjoyed the course and thank you very much. Department of Social Protection
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