Customer-focused Writing

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

Course Information 

Public Training Dates 2020
March 5-6 July 6-7 September 7-8 November 2-3

Length: 2 days

Venue: Professional Development Centre, Toa Payoh

Course Fees: S$954.44 (including GST)