Plain English for emails and letters

Workshop information

Research shows that customers are more likely to read information that is written in plain English. They are also more likely to trust
an organisation that communicates clearly and simply. For anyone in a customer-facing role, the ability to write clear, concise, customer-focused letters and emails 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 recipients. 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.

After this workshop, you will be able to:

Who should attend?

This is for anyone who writes (or reviews) emails or letters to customers. 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?


Plan to engage customers (put yourself in their shoes)


Writing with KISS: Keep it short and simple


Writing with KISS: Keep it strong and sincere

For a more detailed outline, please get in touch.

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We’ve delivered this workshop to leading organisations, including

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