Courses

We provide customized, hands-on writing training for contact center staff and managers.

Courses for customer service agents:

  • Writing Clear, Correct, Concise E-Mail
  • Writing Customer-Focused E-mail and Chat

Courses for contact center managers:

  • E-Mail Writing Essentials For Supervisors
  • Measuring the Quality of Customer Service E-Mail

We would be glad to develop and deliver a customized writing course for your organization. Or, if you’d like to use your in-house trainers to deliver these courses,  learn about our curriculum license options and Train-the-Trainer sessions. Contact us to discuss your writing training needs.

Writing Clear, Correct, Concise E-Mail

Do your e-mails to customers contain errors in grammar, spelling, and usage or a tone that undermines your professional image? If so, this day-long course, which is based on the Clear, Correct, Concise E-Mail workbook, will help you refresh basic writings skills and improve your e-mail image. You will build e-mail writing skills through exercises based on real e-mail exchanges between customers and companies. Read the full description of this course.

Writing Customer-Focused E-mail and Chat

Excellent customer service e-mail and chat mean more than writing mechanically correct e-mail. To elevate your e-mail from adequate to excellent, you must write responses that solve your customers’ problems and make them feel valued. In this course, you will learn how to write e-mail that clearly answers the customer’s questions. Read the full description of this course.

E-Mail Writing Essentials For Supervisors

You’ve hired new customer service agents to handle phone and e-mail inquiries.  You’ve discovered they are great on the phone, but their writing skills are poor.  Customers are complaining about errors and lack of clarity in the e-mail responses they’ve received.  This course will help you solve problems caused by lack of writing skills in contact center staff. You’ll find out how to evaluate applicants for, and correct deficiencies in, all kinds of writing skills. Read the full description of this course.

Measuring the Quality of Customer Service E-Mail

This day-long course helps contact center managers move beyond measuring the quantity of e-mail agents answer to measuring the quality of agents’ e-mail to customers.  You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your agents’ spelling, grammar, or punctuation errors.  You’ll also learn how e-mail quality (not quantity) leads to first contact resolution. Read the full description of this course.

The authors of Clear, Correct, Concise E-Mail know their stuff. Realistic examples, scenarios and practice items provide all the tools necessary to have your agents become e-mail customer service experts in no time.I highly recommend this workbook."

Ken Webb, President, Sage Results