Customer-centred letter writing

What people say

"I think the delivery of the course was fantastic; it held my attention all day, which is unusual for training." Sarah Newton, HSBC

"Interesting and relevant course, especially the analysis of my writing sample." Teresa Allan, SJ Berwin

"A very enjoyable day. I haven't thought about punctuation since I was at school." Chris Flynn, The Pensions Regulator

Handling customer complaints
Research shows that a customer who complains to a company will tell up to nine other potential customers of their grievance. That’s publicity that you could well do without. But it’s also an opportunity: handle the complaint well, and they’ll spread good news instead.

On this one-day course you will learn how to:

• structure for success
• understand business letter writing etiquette
• put the reader first
• get the customer 'on side' in the first paragraph
• end on a positive note
• defuse difficult situations
• get to the root of a query
• write confidently and clearly
• deliver negative news
• make the most of good news
• structure sentences effectively
• avoid the letter-writing jargon trap
• avoid common grammar mistakes
• punctuate perfectly.

Special features

• Pre-course writing analysis identifies the areas you need to work on.
• Small group training ensures you get individual attention.
• Tailored training so that examples and exercises feel relevant to you.
• Follow-up support with bi-monthly reminders of key skills and free telephone and email support for one year.