Customer Care: Letter Writing

Course Ref No: AY62QQ001

NOCN Credits 3. Level 2

Why Should I Be Interested In This Course?

Many organisations realise that both their image and market reputation are reflected in the effectiveness and standard of written communications sent to their customers. This is even more important with the growth of modern communications technology, where e-mails are often sent instead of letters, making it even more important to convey the correct impression of the organisation to the customer.

How Will I Benefit?

This course will give you a greater understanding of the role of written communications in enhancing customer service and will enable you to develop your business letter writing skills in relation to a number of situations, including handling customer complaints.

Course Structure.

There are four modules, as follows:

1. The Basics of Letter Writing.

How to plan, lay out and construct a business letter, techniques for effective letter writing and the appropriate use of letters in customer care.

2. Using Letters to Enhance Customer Care.

How to produce appropriate letters relating to a number of customer care situations.

3. Using Letters To Resolve Customer Complaints.

This involves preparing written responses to different types of customer complaint and how effective complaint handling can enhance an organisation's image.

4. Office Procedures and Record Keeping.

It is important to have effective record systems for monitoring and tracking of written communication with customers, so the focus is on the effectiveness of existing systems or developing new ones, as appropriate.

What Will I Achieve?

You will receive three National Open College Network Unit Credits at Level 2.

 

---

Communication with the Customer: Letter /Report Writing

Course Ref No: AF33QQ003

NOCN Credits 3. Level 3

Aim: to develop skills in writing letters and reports.

It covers:

• The basis of written communication.
• Evaluation of current workplace communication systems.
• Understanding of own role in promoting and providing effective communication to internal and external customers.