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We can all write – but if you want to learn to write to customers, and colleagues, in a way that’s clear, human, simple and effective, and achieves the outcome you desire, then this is the workshop for you. And what’s more, you’ll be able to measure the benefits you deliver with just a few changes.

Course Description

Have you ever measured how many of your incoming calls are instigated by a letter or email communication your organisation has sent?

Have you monitored how many complaints are received, or escalated, as a result of your written communication?

When was the last time you reviewed your standard letters and email responses?

This workshop cuts through all the opinion, the myths about writing to customers and colleagues and gets you thinking about how to do it simply, clearly and easily. There are ideas, tools and examples from a whole range of industries.

You can apply your learning to emails, complaints, social media, live chat, standard letters, feedback – any type of written communication.

Learning outcomes

• We’ll get you and your team writing faster, better and with confidence
• We’ll bust the myths around writing at work and what ‘professional’ really means
• You’ll get a set of simple techniques that anyone can use to avoid writing in ‘Offglish’
• You’ll understand what good writing looks like and how to do it
• You’ll get a range of tools that’ll help you write anything from a complaint response to a set of instructions

Benefits to your business

Clear communication between your organisation and customers is crucial to maintaining the relationship and also their brand image of you. Now that more and more customer interactions are taking place by social media, webchat, and messaging almost any frontline agent in your contact centre can be called on to write to customers.

If you want to ensure that they always give the right impression by writing clearly and succinctly and in your brand’s voice, you need to train them. This course will help you do that and also give you practical examples of good customer writing, as well as showing you how you can improve your company’s templates.
Course content

In this course we will be working – live – on your own material.

If you send us an example of your contact centre’s writing that you’re happy to share, we’ll work on a couple of examples from the group and show you how to improve them in real time.

You’ll understand the huge impact that more human written communication has and the role it can play in reducing complaints, repeat calls and queries – as well as building better working relationships.

For additional information on the course or to reserve your place Click Here