Successful Business Writing & Email Etiquette
"Improve customer relations through enhanced written communication"
Overall Aim:
The aim of the workshop is to help staff develop first-rate business etiquette when corresponding with customers using written communications such as letters 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.
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 email – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.
Objectives:
After completing the workshop, each participant will be able to:
- Identify the most appropriate communications tool when writing to customers
- Apply superb business etiquette for 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
- 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
- Build trust with customers by generating personalised business correspondence and emails
Workshop Content:
- The essence of professional communications in business today
- Written communication - the essential communication tools for building customer relations
- Know your audience and understand their needs – choose the right option to communicate
- The importance of first impressions for influencing a customer
- Define 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
- 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
- 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 and feedback based on individual/group needs. Each participant will receive a course workshop manual.