Written Skills of Customer Service Course Programme

Duration

1 day

What is this course about?

Customer service can be delivered in a number of different ways. When writing is the best option, companies and individuals can often be let down by shortcomings in this area. This course aims to increase the confidence of the writer by suggesting helpful strategies; refreshing forgotten skills and plugging any gaps in grammatical knowledge.

Who would benefit?

The course would benefit anyone who has to communicate with their customers in writing.

Objectives

You will learn to:

• choose when writing is appropriate
• plan and structure to save time
• develop templates that work for different situations
• establish on what to concentrate in a pressurised business world 
• use words confidently, reflecting those the customer likes to hear 
• make sure spelling is accurate and punctuation is helpful 
• develop a style suitable for the customer
• ensure that the message is crystal clear and the tone fits the situation

 

Key topics covered

Below is an indication of content for this course however this will be tailored to your exact requirements using your own written material as examples throughout.

• Strategy for success – clarifying goals
• An ideal specification for the company’s written work
• Emails, personal letters, standard letters
• Avoiding verbal tics and overused expressions
• Planning and structure to save time
• Use of language – words, phrases, clauses, sentences, paragraphs
• Common grammatical errors
• Tightening style and self editing Tone – intention and perception
• What impresses the customer?

 

Other areas of interest

Delegates who have attended this training course have also been interested in the following other areas:

 

Dealing with Difficult Customers                                            Excellence in Customer Service

Customer Service on the Phone                                            Customer Service face-to-face

 

In-Company Training

This written skills for customer service course can be delivered on an in-company basis for up to 12 delegates focusing on the written communication needs of your organisation. 

 

To discuss your requirements in more detail please call 0845 130 5714, email info@ga-training.com or use our short online contact form and one of experienced consultants will take a more detailed brief from you.

 

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We are confident we will have the right customer service training programme for you and if we don’t have a solution that exactly matches your requirement we will create one.