Learning & Development

Home / Learning & Development / Successful Business Writing and Email Etiquette
Successful Business Writing and Email Etiquette

Successful Business Writing and Email Etiquette

Aim

The aim of the workshop is to help business owners and staff develop first-rate business etiquette when corresponding with customers using written communications such as letters and email.  Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image, ensure customer satisfaction and build a reputable business.

Course Content

  • The essence of professional communications for a reputable business
  • Written communication – the essential communication tools for building customer relations
  • Know your audience and understand their needs – choose the right option to communicate
  • The importance of first impressions for influencing a customer
  • Define your objective, apply the right approach, style and structure to your writing
  • Apply essential business English – the correct use of language grammar, punctuation etc
  • Write clearly and persuasively to attract customers and maintain interest
  • Instil confidence with customers – write a professional and personalised letter
  • Generate slick and successful sales letters to win customers cost effectively
  • Email communications today – apply the appropriate behaviour for interacting with customers
  • Apply the right style, content and language to email communication
  • Keep emails relevant and easy to follow subjects, notifications and contact details
  • Maintain confidentiality when forwarding or copying emails, or sending attachments
  • The legal implications for email behaviour – libel, copyright, viruses and spam emails
  • Keep in touch with customers and build personalised on-going written communications

Learning Objectives

After completing the workshop, each participant will be able to:

  • Identify the most appropriate communications tool when writing to customers
  • Apply superb business etiquette for written communication and better business
  • Create relevant and structured letters & emails using the right content, style and approach
  • Apply highly developed business English for all non-verbal customer communications
  • Apply proper business etiquette in the use of language, punctuation and grammar
  • Write concise yet professional business letters to instil confidence with customers
  • Design clever and eye catching direct mail letters to grab the customers attention
  • Reply to customers courteously and professionally with the right tone and level of urgency
  • Manage email as an effective communications tool to ensure customer satisfaction
  • Keep emails relevant and easy to follow with related subjects, signatures & notifications
  • Show discretion when forwarding emails, copying readers or sending attachments
  • Follow company policies, avoid legal and copyright issues, viruses and spam emails
  • Build trust with customers by generating personalised business correspondence and emails

Methodology

The training will take the form of a one-day workshop, with group discussions, feedback and exercises based on individual/group needs. Each participant will receive a workshop manual.

Target Audience

A practical and interactive one-day workshop, the course is designed owner managers and staff, who communicate with customers daily using written communications and email – includes all staff such as owners, customer service, administration, reception, sales, accounts, order processing amongst others.

Dates and Venues

  • 24th October 2018. 9:30am – 5:00pm, Dublin. (Venue to be confirmed.)

Fee

One Day Course. ISME Members: €230, Non Members: €325

Booking Essential

Members please log in to avail of your discount

230

ISME Skillnet