Event Description

Writing Customer-Focused Letters (virtual)

May. 18, 2021

Virtual workshop:

Tuesday, May 18, 2021
1:00 to 2:30 p.m. 

VIRTUAL FORMAT includes three components:

1. Pre-workshop activities - will be sent a few days before the virtual session

2. Virtual session: Tuesday, May 18 - 1:00 to 2:30 p.m.

You will be listening to the facilitator(s), and you will communicate with the facilitator and other participants using chat. You will not be seen or heard. The session will take place using Adobe Connect.

3. Post-workshop assignment with feedback provided by the facilitator

REGISTER HERE

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

Susan Portelance is an associate of Eclectic Communications – a highly recognized training and consulting company specializing in communication development. Susan brings to the classroom over 10 years of training experience and four years of Toastmasters participation where she has honed her public speaking and leadership skills. Susan has completed training in adult education, presentation skills and coaching skills. Also, she is a Certified Training and Development Professional.