Organisation: GBdirect Ltd
Category: Customer Service
Description: Course Synopsis
The challenge of meeting internal and external customers' expectations requires the ability to perceive customer requirements and respond appropriately.
When much of the work is done via e-mail, clear concise communication using this media is imperative to give a professional image of the organisation.
When you write an e-mail, you are not only communicating information to another person - you are presenting yourself, in writing. People judge you not only for the accuracy and completeness of your written communications, but also for the 'way it is put across'.
The course is designed to help participants develop a fluent style of writing, to help overcome common difficulties with e-mail writing, and to inspire confidence in producing professional e-mails.
Anyone who uses e-mail as their primary communication tool with internal or external customers will benefit from attending this course.
Course Objectives
On completion of this training course, delegates will have learned how to:
Agree what a professional response to an e-mail should look like and contain
Identify your barriers and strengths when communicating via e-mail
State the importance of using plain English and the Plain English Campaign
Demonstrate a systematic approach to written communication - using the four block structure
Discuss and review the use of appropriate grammar, punctuation and spelling
Practise avoiding the use of too many words, clichés and jargon
Identify the effectiveness of using positive language and powerful words and phrases
Examine ways of avoiding emotional responses
Establish the customers preferred style and match it using words that will help the customer feel valued from your response
Demonstrate composing a range of correspondence with fluency and style
Critically review your own work and edit it accordingly
A 1-Day Course
Price: NA
Contact: GBdirect Ltd
Training Division
Bradford Design Exchange
34 Peckover Street
BRADFORD
BD1 5BD
West Yorkshire
United Kingdom
email:
training@gbdirect.co.uk
website:
GB Direct
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