So much of customer service is written. Emails, support tickets, knowledge base articles, etc. It’s all in writing. Customer support writing requirements are unique because both clear information that resolves a problem and caring tone are needed.
The ability to write support requisite documents well — and an understanding of how to craft any document — results in happy clientele who not only stick around, but share their positive experience with others, bringing in new revenue.
This course teaches participants to write these requisite customer support documents more effectively and in less time. This means more satisfied, retained customers.
It also teaches the optimal process for writing any support document that conveys a clear message, using a competent and empathetic tone.
Participants receive detailed, individual written feedback on their writing.
This course is a great fit for you or your organization if:
After completing the course, you will earn a personalized certificate. You can display your certificate in the certification section of your LinkedIn profile, download it to print, or mention it in your résumé.
During the course, you will apply what you are learning in a series of writing exercises. These tasks are designed to reinforce what you are learning in that section of the course. Additionally, after submitting these customer support writing exercises, you will receive detailed written feedback from your instructor.
Onsite training is highly interactive, with many individual, peer, and group activities. We focus on the thinking and planning work that is the foundation of customer service writing, as well as sharpening syntax and removing any bloat or jargon.
This customer service writing course is split into 10 detailed modules, plus an introductory lesson.
This module outlines the necessary foundation for writing better customer support content and the process. We will work with you to develop specific learning goals that you want to achieve by the end of the course.
Learn the optimal business writing process that enables to you write any customer-facing document with skill and efficiency.
You will be able to create better structure while understanding the importance of reader focus, united purpose, and empathy.
Learn to break through blocks and write more efficiently.
This module exemplifies the application of the optimal 6-Step Process to a challenging internal email. We help you master the skills and strategies required to deliver bad news.
You'll learn how to apply our process to any challenging customer service communication.
Write messages that are easy to understand and act upon. Understand how to craft engaging openings and how to use closings effectively.
This module also addresses the challenge of managing a high volume of customer support emails/tickets.
Learn the special characteristics of customer service writing, such as using reader-focused, empathetic, positive wording.
Knowledge base articles are also likely a key component of your role, whether you write them yourself or integrate them into your replies, and this module will explain how to do both.
Customer service writing is always contextual, not formulaic. We outline industry-based examples to use as scaffolding to help you write stronger customer service emails and responses, not templates to copy and paste.
In this module, we share the best techniques that allow a reader to scan your message, quickly absorbing the value of your information.
Additionally, learn how to present images and graphics appropriately.
Clear writing evokes trust and respect. Clear writing makes the complex easy to understand.
In this section, learn techniques to cut bloat and jargon so your writing is vibrant, direct, and engaging.
Sharpen your active voice, learn reader focus techniques, use kind and inclusive language, and project an empathic tone that assures your readers you care about them.
Present yourself as a knowledgeable and caring professional. And, write with a balanced, conversation tone that engenders trust with your reader.
Identify your particular grammar and punctuation errors, and learn tactics to avoid these embarrassing mistakes.
We also provide recommended tools that will ensure your writing is correct and professional.
B.S. in Business & Economic Development from Abraham Baldwin Agricultural College
M.B.A. with a specialization in International Finance & Investments from the University of North Carolina
Elisabeth has an extensive background in writing, editing, and content marketing management. She has a unique combination of business and business writing acumen.
She has supported a variety of businesses, writing blog articles, reports, presentations, and editing business documents. She has supported many of our clients with rave reviews of her writing feedback.
Graduate courses in Composition from Pompeau Fabra University
ESL Teaching Certification from Canterbury Consulting
B.A. in International Studies and Communication from Elon University
Grace supports Instructional Solutions' online courses and also works with individuals and groups from several multinational companies across Europe as a business writing coach.
She is bilingual in English and Spanish and has traveled extensively, providing a keen sensitivity to global writing. She has a strong background in corporate communication and management and successfully developed cross-functional writing and communication processes in a large corporate team in NYC. She is also a successful blogger and has received rave reviews from her writing critiques and coaching for our work with DuPont, Liberty Mutual, SparkPost, and many other groups.
She is bilingual in English and Spanish. She enjoys yoga, travel, and dance. She splits her time between New York City and Madrid.
B.A. In Journalism and International Business from The University of Wisconsin-Madison
Terrance has deep experience in both writing and business. He has spent much of his professional life in sales and marketing positions in technology companies, where he was always the go-to person for writing. After 15 years in sales and marketing at IBM, he spent several years working internationally for Amdahl and Lotus Development in Australia and Japan. He spent four years in Rotterdam and London as European Managing Director for Persoft, Inc., a leading networking software company.
For the past six years, he held senior editing and writing coaching positions at Huawei in Shenzhen, China, and with The Motley Fool.
He enjoys gardening, travel, and pétanque. The top entry on his bucket list is to walk a sizeable part of the Camino de Santiago in Spain and France.
B.A. in English and Creative Writing from Waldorf University
M.F.A. in Creative Writing from the University of Alaska Fairbanks
Lisa is an experienced technical writer and editor specializing in process and procedure documentation. She made her mark in aviation by developing and writing technical manuals that supported successful new programs for airlines of all sizes and set new standards for manuals in the industry.
She has also taught and tutored academic and technical writing for university students in a variety of fields. She loves helping people improve their writing to improve their careers.
In her free time, she enjoys writing creatively, crafting, and outdoor adventuring with her husband and twin boys. She splits her time between Iowa and Alaska.