Customer Service Writing

“What was most usable in my day-to-day work life? I’m more confident about how to continue and improve what we have already have achieved in Customer Support. I have become more self-confident.”

– Christophe, Customer Support Officer

“I learned during this training that I can be stricter with customers without disappointing them. It gave me more confidence to deliver a message that is understandable, short and friendly, whatever the circumstances.

I feel that this training proved that our job is actually extremely important within the company, as we are the ones in contact with our customers, our community, and everything we say has an impact on the company’s image.”

– Marion, Sales Support, Fairphone

“The main accomplishment was learning how to take the key messages from a draft, and convey a short, clear message. I enjoyed the workshop and the facilitator.”

– Joana, Fairphone Customer Support

“I learned to address every legitimate point proposed by the customer. I mostly communicate via scripts, but regularly adapt them to the case at hand: I will look into how to integrate the ‘speedwriting’ technique when modifying the scripts. This will ensure that all requests are addressed.”

– Andrea, Software Developer

“In this training I learnt that we need to align our future communication as a team: we are all communicating with customers according to our agreed-upon goals and guidelines.”

– Project Manager, Hanken & SSE Executive Education

“Thank you for the great training.? We had very good examples, not just random e-mails, so we could look at our own company’s tickets. Now, my writing will be briefer and more direct. I want to thank you once again for the great time we had, and for the knowledge gained.”

– Sveta, Customer Success Manager

“I write a lot of documentation for the team. The goal will be to “keep it short” if it is new content, or “make it short” if I am reviewing something. I will also try to be more inclusive when I am in the development stage. I usually work with one particular on these things, but I think I should try to involve others as well. I found the whole training very insightful.”

– Gabriele, System Administrator

“I learned to recognise customer moods and accompanying behaviour; how to identify and set boundaries; and to how to improve on—and align—communication.

How will my future written communications improve? I will become more efficient, focusing on retainment and satisfaction for both sides.”

– Esmée, Business & Reseller Support Officer, Fairphone