Essential Writing Skills For "Techies"  

Competent technical support is the backbone of your Help Desk or contact center.  But while “techies” may be great at solving customer problems, they may lack the skills to convey their expertise in writing.  Their written responses to customer problems may be too technical, include irrelevant information, or be unintentionally arrogant or sarcastic.  The result of these writing problems can be confused, unsatisfied, even angry customers.  Can techies learn to write in plain English? Yes! In this course, you’ll learn the ten essential writing skills techies need —and the writing skills they don't need.  You’ll learn techniques to improve your IT staff’s writing skills and enable them to write e-mail, procedures, memos that everyone can understand.  This course will show you how to help technical people be aware of (and control) the tone of their writing and how to motivate technical people to write well.

Course Length: one day or a half day