Customer Service Writing

Communicate constructively with all stakeholders


Who Attends “Customer Service Writing”

Everyone within the organization who interacts with customers—directly or indirectly—will benefit from this course. This includes customer-service representatives, managers, and others who create and deliver messaging.

What You Will Learn

  • Objective criteria for understanding customer complaints
  • How to take the customer’s point-of-view, in writing
  • How to address problems without sounding defensive
  • How to resolve—not escalate—customer complaints
  • How to create a voice that is friendly & informative
  • How to categorize customer complaints for swifter action
  • How to keep customer communication brief & efficient
  • How to adapt troubleshooting instructions
  • How to win & maintain customers’ trust

“Customer Service Writing”—The Process

In this hands-on course, you’ll start by evaluating real-world examples of customer-service communications. We’ll explore the psychology of customer expectations. Then we’ll strategize how to achieve the best communications, from emails and live chats, to posts and articles.

Why this Course is Unique

Most writing courses teach theory. This course gives each participant the chance to rewrite relevant material, receive feedback on that writing, and reframe their understanding of what it takes to exceed customers’ expectations.

What to Expect

The workshop is in English and is taught by a professional with a track record of more than 20 years as a writer, editor, and trainer. “Customer Service Writing” was co-developed with Katinka Syaranamual, a leader in customer service. The training consists of 4 sessions of 3 hours each. You will leave with an understanding of your strengths as a communicator, at least one prototypic piece of writing, and a training certificate.