Writing with a Customer Focus
Duration: Three hours (face-to-face)
Previous participant feedback:
"The overall outcome of the course was received very favourably by participants and internal sponsor. The practical nature of the content, coupled with Robbie’s effective delivery, ensured that the skills acquired were not only understood but seamlessly integrated into our day-to-day practices." - Inner West Council
Session aims
- To increase awareness of how excellent customer service is communicated through writing as well as verbally
- To answer all the readers’ questions
- To link writing and customer service so that the wants, needs and feelings of the readers are addressed
- To present council in a positive light.
Course Objectives
By the completion of this three-hour session, you will have more of the skills, knowledge and strategies you need to write responses that are:
- Customer friendly
- Service focused
- Easy to read
- Positive and polite
Course Outline
What is positive customer service?
Examples from your life - identify positive service characteristics and show alignment with council’s Customer Service Charter
Why is positive customer service important?
- Clear understanding of Council’s actions
- Acknowledgement of our work
- Positive relationship with our community
What’s this got to do with writing?
- Answering our readers’ questions
- Respecting our readers
- Increasing our positive relationship with our readers
- Give two scenarios and ask, what questions would you have if you were the reader?
Show negative writing examples:
- Have the reader’s questions been answered?
- How may the reader feel?
- How may the reader feel about Council?
What are examples of positive customer service in writing?
- Purpose of each paragraph and impact on the reader
- Positive tone – before/after examples
- Answering the reader’s questions so the action is clear – before/after examples
- Alternative provided, if possible – before/after examples
- Plain English – before/after examples
- Correct grammar/punctuation/proof reading (use of complete sentences, capital letters, numbers, avoid repetition) – before/after examples
- Refer to Council Communications Guidelines – importance of using the house style
How can I improve the customer focus in my writing?
- What results do you want from your writing?
- What would these results mean for you/the reader/Council?
Target Audience
Anyone who may be preparing written responses for customer enquiries.
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