Customer communications with impact

Course information

Research shows that customers are more likely to trust an organisation that communicates clearly and simply. For anyone in a customer-facing role, the ability to write clearly and concisely is a vital skill.

Customers want to be able to understand letters and emails the first time they read. All communications need to avoid jargon, clearly explain relevant terms and conditions, and meet the needs of the readers. On this practical course, you will learn how to write clear, concise emails and letters which answer customer questions and deal with their issues effectively.  It will also show you how to write to achieve a satisfactory result and avoid an escalation of challenging issues. 

As more customers prefer to contact companies and service providers by email, it’s essential that help-desk teams can write in a reader-friendly tone of voice, which also conveys their professionalism and expertise.

After this course, you will be able to:

  • Create customer communications that are clear, concise, well-structured and readable
  • Write for customers using a reader-friendly and professional tone of voice
  • Use layout to ensure information is easy to read, understand and use
  • Show regulatory bodies that your organisation takes customer communications seriously

Who should attend?

This plain English course is for anyone who writes (or reviews) emails, letters or other customer communications. It’s suitable for experienced writers and people new to the role, as well as writers whose first language is not English. We’ve delivered it to customer service teams, marketing teams and communications departments.

What’s covered in this course

1

Plan to engage customers (put yourself in their shoes)

  • Who are you writing to?
  • Why are you writing?
  • Plan emails and letters
  • How to plan different types of customer communications
  • Check all customer issues are resolved (stated and implied)
  • Write for scanners and skimmers
2

Writing with KISS: Keep it short and simple

  • Create short, clear, focused sentences and paragraphs
  • Communicate complex messages in plain English
  • Avoid wordiness and repetition
  • Prefer the active voice
  • Make it look easy to read and accessible
3

Writing with KISS: Keep it strong and sincere

  • Be consistent with your brand tone of voice
  • Make a good first impression
  • Avoid (or explain) jargon and technical terms
  • Avoid flowery or over-formal ‘business speak’
  • Ensure all sections are clear and unambiguous
For a more detailed course outline, please get in touch.

Course delivery options ​

Live online training

Choose a practical interactive online session. Then, for more practice, you write a new email or letter that is reviewed and returned by your trainer.

Tailored in-house courses

Get the training you need with customised onsite training for your teams, based on your own communications. One-day or half-day courses for small groups.

Bespoke coaching – online

One-to-one sessions focus on your challenges and objectives. Practical exercises are based on your own customer communications.

Get expert tips for your business writing – in our free fact-sheets

Want a refresher on punctuation? Or a quick guide to plain English? What about tips on writing for your website? Or useful phrases for minutes? Our fact-sheets are full of information that will help you to write clear, correct English.

Other courses you might find interesting:

We’ve delivered this course to leading organisations, including

Testimonials

No question is too big or small – we’re happy to help!

By clicking 'Send Message', you agree to our terms and privacy policy.

Please get in touch - We're happy to help

By clicking 'Send Message', you agree to our terms and privacy policy.

Please get in touch - We're happy to help

By clicking 'Send Message', you agree to our terms and privacy policy.

Please get in touch - We're happy to help

By clicking 'Send Message', you agree to our terms and privacy policy.

Get FREE fact-sheets

Want expert tips and tools to improve your writing?

  • Quick Guide to Plain English
  • Quick Punctuation Guide
  • Quick Grammar Guide
  • Ten Common Errors
  • Commonly Confused Words
  • Customer Communications with Impact
  • Writing for the Web
  • Web Accessibility
  • Editing for Results
  • Writing & Editing Checklist
  • Minutes – Useful Phrases

By clicking 'Send Message', you agree to our terms and privacy policy.