Writing for customer service
Customer service teams have a pivotal role. The communications between them and customers can build or break the relationship that your customers have with your organisation.
Overview
In customer service, you have a pivotal role. The emails, letters and messages you write can build or break the relationship your customers have with your organisation.
However, common problems can hinder successful responses – from time pressure and overuse of template text to neglecting the customer’s feelings or even making simple punctuation errors. Whatever the issues, they can ultimately lead to dissatisfied customers who may escalate their complaints or take their business elsewhere.
But it doesn’t have to be this way. A well-written message can strengthen a customer’s loyalty to your organisation – even turning a disgruntled customer into one of your biggest fans.
That’s why we developed this course. It will give you a comprehensive understanding of how to plan, structure and write effective and engaging communications that satisfy and delight every customer.
Outcomes
On this course, you’ll learn how to:
- show empathy and build rapport
- easily build a logical structure using the SCRAP formula
- get your message across clearly
- match your tone and level of language precisely to each reader
- understand and address all of your customers’ issues thoroughly
- leave a positive impression consistently
- use correct grammar and punctuation
All attendees will also receive our unique pre-course writing analysis. This covers 15 different areas of writing skills and helps us ensure the training meets attendees’ precise writing needs, while allowing for rapid, targeted improvements.
Who's it for?
This course is suitable for anyone who writes customer-facing letters, emails or messages.
Training built around you
A practical, lively learning programme to match your needs, delivered by an experienced expert.
Every course includes
Individual writing analysis
We'll analyse each attendee's writing across 15 different areas
Expert trainers
Each with 15+ years' experience as professional writers, editors and coaches
Individual coaching
Expert one-on-one feedback with personalised insights embeds learning
AI writing
Learn how to get the most from AI tools: supercharge your writing without losing your human edge
Tailored content
Course content built around your specific learning objectives
Real-world examples
Activities and exercises modified to use your team's documents
For groups*
Tailored
to you
Where
Duration
Online or in-person
Tailored to you
Price
All our programmes are bespoke, so the exact cost will depend on your needs. But typical budgets start at around £300 per person. See here for more details. (Page opens in a new tab.)
Course programmes
*Need training for yourself?
Check out our public courses