Introduction - This course looks at the way in which an Organisation can learn how to improve written communications with customers. Writing clear and concise letters and emails will go a long way towards creating a positive image in the eyes of your customers.

If you write in plain English, you are already demonstrating good Customer Care.

Course Designed for - Anyone who as part of thier role, needs to write concise and constructive letters and emails to customers.

Course Content

	Introduction to the Course
	The Importance of Letters
	The 90-90 Rule (first impressions)
	Letter Writing Rules
	Planning Using Different Channels
	Thought Sharing
	Lateral Thinking
	Creating the Letter Structure
	The 5 w's
	Writing for Results
	Composing Clear Text
	Spelling, Grammar, Punctuation and Proof Reading
	Laying out Letters
	Dealing with Letters of Complaint
	Writing Effective Workplace Emails
	Why do you need Email etiquette?
	What are the rules?
	How do you enforce Email etiquette?

During the day there will be practical examples and exercises to work through, and model answers to compare letters to.