GREAT writing – How to write engaging customer communications

A half-day session (face-to-face) or 90 minutes (virtual)

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

Who should attend?

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.

Workshop outline

1 Introduction

  • Easy customer service
  • The impact of the written word

2 Explore and apply three strategies

  • Read between the lines
  • Get straight to the point
  • Choose accountable language

3 Conclusion

  • Review and reflect
  • Action plan
  • End on a high

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!