Communicating Customer Focused Policy

Communicating policy to customers means taking often difficult to understand directives, processes and procedures, and transforming them into easily understood, user-friendly information. Customers will be satisfied when they know the benefits of these policies. Satisfied customers who enjoy a proactive service, are most likely to return and be good advocates for the company.

Who should attend?

Those involved in customer service in both the private and public sectors.


  • Policy can be more easily understood and accepted
  • Government and business have a greater chance of maintaining good customer relations
  • Accurate information is efficiently and effectively communicated

Learning Objectives

  • Understand how to summarise the essential points in their own policies
  • Use plain English to produce clear and concise explanations that are positive and forward-focused
  • Maintain good customer relations by offering clearly explained benefits and options

Course Outline

Examine Your Policies

• Identifying customer needs

• Focusing on the right policies

• Identifying how current policies work together

Know Your Policies

• Identifying the purpose of policies

• Relating policies to customer needs

• Reviewing how user-friendly policies are 

Communicate Your Policies

• Explaining policies in a customer-centric way

• Writing in a simple and concise way

• Adopting a customer-focused tone

• Writing action-oriented phrases

• Using positive language

Case Studies

• Communicating policies in emails to customers

Course Information

Public Training Dates 2016

 July 13

 September 7  November 16
Public Training Dates 2017
January 25 March 22

Length: 1 day, 9.00 a.m. to 5.00 p.m.

Venue: Professional Development Centre, Toa Payoh

Maximum group size: 16

Course Fees: $636.65 (including GST)