Customer-focused Writing

This workshop is SkillsFuture credit approved and can be delivered face-to-face or online. 


Writing to customers in a style that focuses on them is vital to your organisation’s reputation and success. 

Focusing on challenging correspondence such as refusing requests and dealing with complaints, this workshop provides you with an in-depth understanding of how to write in a customer-focused way. You will write two case study emails related to your workplace and receive feedback from your trainer and other participants on your strengths and areas to improve.

This workshop is for you if…

You need to deal with challenging correspondence or would like to make your writing more customer-focused.


After taking this workshop you should be able to:

  • better engage your customers, even when responding to difficult correspondence
  • structure and write emails which have a positive effect on the reader
  • enhance your professional reputation and that of your organisation.

Workshop Outline

Customer-focused writing

  • Presenting a positive service image
  • The 5 Cs of customer-focused emails
  • Preparing your case studies

Plan your email

  • Meeting and exceeding customer expectations
  • Analysing relationships with your readers
  • Making follow-up actions clear

Organising and writing refusals

  • Structuring your response
  • Highlighting benefits of company policies
  • Using positive language
  • Explaining refusals
  • Writing effective closings and headings

Writing responses to complaints

  • What do complainants want?
  • Structuring your replies
  • Deciding on an appropriate tone
  • Adapting your tone to purpose and reader


  • Conciseness and clarity
  • Courtesy – plain English
  • Correctness – common grammar errors


  • Using the 5 Cs to review
  • Applying your new skills

Why choose us?

Find out why you should choose us and how we deliver our workshops face-to-face or online

Face-to-face workshop schedule

Face-to-face Public Training Dates 2020/2021
6-7 July 7-8 September 2-3 November 18-19 February

Online Workshop

Writing Customer-Focused Emails (Online)
1-4 December 

*Two sessions per day at 9.00-10.30 and 11.00-12.30