Writing Customer Service Letters

The ultimate "front line" of customer service is the letters customers receive—whether these letters are simply giving information or responding to questions or complaints. When customers receive a letter, they are left with an impression of the writer and the organization. That impression can be lasting and far-reaching because letters are often saved and shown to others. Learn the techniques for writing letters that present a customer focus, even when dealing with difficult issues.

This workshop focuses on...

  • understanding and reflecting your customer's perspective
  • structuring logical, coherent information that will be meaningful to your reader
  • creating goodwill by using appropriate language and tone
  • dealing with sensitive issues
  • choosing words that show your reader they have been listened to and understood
  • formatting letters to make a connection with your customer
Skills category: Writing