Global Learning for Operational Leaders
Introduction
Course overview
Every letter, email and online response sent to a customer shapes how they feel about the organisation. Cold, confusing or defensive writing can turn a minor issue into a formal complaint or a public review, while clear, warm and helpful writing builds loyalty even when the answer is not what the customer hoped for.
This Writing for Customers training course helps participants write customer communications that are clear, empathetic and effective. Participants learn how to plan responses, use plain language and the right tone, explain decisions and policies, write apologies, respond to complaints, say no without losing goodwill and reply to public reviews and social media comments.
Participants work on real-world style examples and leave with templates and techniques they can apply immediately.