It’s easy to slip into auto-pilot, writing stock responses to customers in formal, emotionless language. Yet customers want to know that organisations understand them and value them.
This session explains how to write engaging and high-impact communications that leave a positive and lasting impression on the customer, building trust and creating advocacy through the written word, whether that be by letter, email or chat.
Participants will be able to:
- Read between the lines to identify the customer’s emotional needs as well as their stated needs
- Respond in a way that is on-brand and that acknowledges how the customer feels
- Get straight to the point using plain English, getting the message across clearly and concisely
- Carefully choose accountable language that builds an emotional connection with the customer
Anyone who interacts with customers in writing.
A highly interactive and practical session, using real scenarios that participants bring with them.
Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!