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Successful Business Writing and Email Etiquette

“Improve cusotmer relations through enhanched written communication”

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for staff, who communicate with customers daily using written communications and electronic email – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.

Overall Aim:

The aim of the workshop is to help staff develop first-rate business etiquette when communicating with customers using written communications and electronic email. Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image and ensure customer satisfaction.

Objectives:

After completing the workshop, each participant will be able to:

• Apply highly developed communication skills for improved customer relations
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• Identify the most appropriate communications tool for interacting with customers
• Apply superb business etiquette for communicating effectively using written communication
• Create relevant and structured letters & emails using the right content, style and approach
• Apply highly developed business English for all non-verbal customer communications
• Apply proper business etiquette in the use of language, punctuation and grammar
• Write concise yet professional business letters to instil confidence with customers
• Design clever and eye catching direct mail letters to grab the customers attention
• Design competent proposals, estimates and quotations to win customers
• Reply to customers courteously and professionally with the right tone and level of urgency
• Manage email as an effective communications tool to ensure customer satisfaction
• Keep emails relevant and easy to follow with related subjects, signatures & notifications
• Show discretion when forwarding emails, copying readers or sending attachments
• Follow company policies, avoid legal and copyright issues, viruses and spam emails
• Manage customer complaints and difficult situations successfully
• Build trust with customers by generating personalised business correspondence and emails

Workshop Content:

• The essence of professional communications in business today
• Non-verbal communication - the essential communication tools for customer relations
• Know your audience and understand their needs – choose the right option to communicate
• The importance of first impressions for influencing a customer
• vDefine your objective, apply the right approach, style and structure to your writing
• Apply essential business English – the correct use of language grammar, punctuation etc
• Write clearly and persuasively to attract customers and maintain interest
• Instil confidence with customers - write a professional and personalised letter
• Generate slick and successful sales letters to win customers
• Create proposals, estimates and quotations to meet customers needs and expectations
• Email communications today – apply the appropriate behaviour for interacting with customers
• Apply the right style, content and language to email communication
• Keep emails relevant and easy to follow subjects, notifications and contact details
• Maintain confidentiality when forwarding or copying emails, or sending attachments
• The legal implications for email behaviour – libel, copyright, viruses and spam emails
• Manage customer complaints and difficult situations successfully
• Keep in touch with customers and build personalised on-going written communications

Training method:

The training will take the form of a one-day workshop, with group discussions, feedback and exercises based on individual/group needs. Each participant will receive a workshop manual.