Writing for Customer Service

(One-day Workshop)

WHO SHOULD ATTEND:

• Anyone who prepares business correspondence for clients/customers
• People who wish to project a professional image through their written correspondence

YOU WILL LEARN TO:

• Write letters and e-mails that get desired results
• Organize your ideas in a reader-friendly manner
• Write clearly and concisely
• Make complicated information easy to understand
• Use the appropriate tone for the reader and the message
• Highlight the reader

COURSE OUTLINE

• Looking at the basics
• Determining the reader's reaction
• Choosing the right words
• Emphasizing good news and minimizing the bad
• Increasing readability through layout

Focusing on the Reader

• Understanding what today’s readers want
• Making documents reader-friendly
• Avoiding words that alienate the reader
• Understanding how and when to change tones: formal, neutral and informal

Writing for Today’s Customer

• Following the 10 commandments for clear, concise writing
• Eliminating clichés
• Using connecting words to increase understanding
• Putting the readability stats feature on your computer to work

Organizing Letters and E-mails

• Understanding how readers of letters and e-mails differ
• Using the three basic formats for letters
• Using the appropriate format for e-mails
• Surviving e-mail triage

Opening and Closing Documents

• Understanding how to hook your reader with powerful opening lines
• Ending with an appropriate close—not a cliché

METHODS TO BE USED:

Participants will be actively involved in exercises and activities designed to upgrade their skills in writing for customer service.

For information regarding this course, please contact:

Colin Watson
Sales & Marketing Manager
J Watson Associates Inc
4041 Powderhorn Court
Mississauga ON  L5L 3C3

Tel: 905 820-9909
Fax: 905 820-9246
E-mail: sales@jwatsonassociates.com