PROGRAMME OVERVIEW
Exhausted from crafting important letters? Frustrated by late replies? Overwhelmed by too much information to pack into a reply? Wish you had a robust template to swiftly address a complaint or leverage on a compliment? If yes, this structured and interactive workshop is for you! This workshop equips you with easy tools and proven techniques to write effective emails and letters efficiently. With practical tips and insights, managing your daily workload through quality letter writing becomes a breeze!
TARGET AUDIENCE
All Staff
LEARNING OBJECTIVES
- Appreciate how and why well written correspondences can deliver positive customer experiences
- Tailor replies to respond effectively to different needs and to disseminate information efficiently
- Apply appropriate mindset and choice of word for more positive and pro-service tone of voice
- Identify and correct common grammatical and writing errors for a more professional image
- Organise thoughts quickly and write clearly and concisely to address customer needs
- Build customer rapport through better responses to compliments
- Manage challenges to generate positive touch points and turn customers around
DURATION
1 day
CONTENT
I. Introduction
- Importance of effective letters and emails
II. Hurdles and Help
- Highlight writing hurdles
- Cheat sheet for high frequency correspondence topics
III. IMPACTful’ 6 Steps to Better Letters
- Applying 6 steps for purposeful and customer-centric writing
- Identify TAP
- Map it
- Pitch Positive
- Anchor Points
- Check +/-
- Tidy up
- Align writing process to achieve 5Cs of good business writing
IV. Quick-fix Life Hacks for Better Writing
- 5 email quick keys
- Effective reply frameworks to compliments and complaints
- ‘KISS’ it
V. Conclusion
- Review, Reflection, Action Plan
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