How to write professional customer service emails

Writing professional emails is one of the universally important skills in any organisation.  An email with poor grammar, punctuation and spelling reflects badly on the individual who has written it but it also creates a negative impression of the organisation where they work.  We are receiving more and more emails every day but as customers we expect speedy responses when we reach out to a business with a question about a product or service.  If the reply takes too long, we may decide to take our business to a competitor or even ask the question publicly on social media.

This practical course is full of hints and tips about writing emails such as starting your email with a greeting and using the person’s name.  This makes the email more personal and is a first step towards building rapport with a stranger via email.  Don’t be too wordy and get to the point quickly but don’t be so abrupt as it can appear rude.

The course is delivered by experienced trainer Lynda Willis who also is Customer Sense’s trainer for our Basic Proofreading online training course.

Who is the course for?

This course is relevant to any business and its customers, regardless of whether it is a product or service provider. Digital customer experience has a huge impact on the overall success of all businesses, whether your customers are individual consumers (B2C), business customers (B2B) or public sector organisations (B2G).

Bespoke inhouse courses can be delivered to a group of staff from the same organisation eg a housing association, water provider or local council.   Alternatively individuals can book places on an open course which take place from time to time.

How is the course delivered?

This is an online course and it is delivered to attendees via Zoom, Go To Meeting or Microsoft Teams. Delegates will be able to see the trainer and the slides as well as being encouraged to make comments via the chat function and to make verbal comments too.

How long is the course?

One hour

Course Content

  • The importance of email communications as part of the overall customer experience
  • The five key elements in an email – greeting, address box, subject line, content and farewell
  • How quickly should an email be replied to?
  • Writing skills – grammar, spelling, punctuation, answering questions asked
  • Proofreading
  • Adopting a warm and friendly tone of voice in email responses
  • Managing customer needs and expectations on email
  • The Do’s and Don’ts of writing emails