Writing Customer-Support Messages

This training was developed in cooperation with Service Strategies, Inc., a company that specializes in working with technical call centers. It consists of two courses: one focusing on writing and the other focusing on the approach to the customer and structure of electronic messages to customers. BWC497 Writing Customer-Support Messages focuses on structuring the customer-support message to have maximum clarity and effectiveness. The other course, BWC495 Basic Writing Skills for Technical Call Center Representatives, focuses on grammar, writing enough but not too much, writing concisely, using clear sentence structures, and avoiding common business-writing errors.

CONTENT
Writing Customer-Support Messages
Lesson 2-1 Step 1: Interpret the Customer's Message
Lesson 2-2 Step 2: Decide the Next Action
Lesson 2-3 Next Action 1: Pick Up the Phone and Call
Lesson 2-4 Next Action 2: Escalate the contact
Lesson 2-5 Next Action 3: Request Further Information
Lesson 2-6 Next Action 4: Solve the Problem
Lesson 2-7: Write the Subject Line
Lesson 2-8: Write the Greeting
Lesson 2-9: Acknowledge the Customer's Feelings
Lesson 2-10: Assure the Customer You're Working for Him or Her
Lesson 2-11: State the Problem
Lesson 2-12: Explain the Next Step or Status
Lesson 2-13: Describe Possible Causes (for Problems)
Lesson 2-14: Explain Remedies and Actions
Lesson 2-15: Explain Customer Actions
Lesson 2-16: Write the Next Step or Options
Lesson 2-17: Write a Cordial Closing
Lesson 2-18 Follow Up
HOW THE COURSE WORKS: Read about how the course works.
PREREQUISITES; No severe usage problems.
TUITION: $295. Tuition for both BWC495 and BWC497 when taken together is $495.
TEXTS: All materials are online.
DURATION: 18 lessons, approximately 30 hours of study. All lessons must be completed within four months.
ENROLLMENT AND START DATES: Enrollment is currently open. Fill out the registration form at https://www.writingtrainers.com/register/regiformdata.htm

PREREQUISITES; No severe usage problems.
TUITION: $345
TEXTS: All materials are online.
DURATION: 32 lessons, approximately 36 hours of study. All lessons must be completed within four months.
ENROLLMENT AND START DATES: Enrollment is currently open. Fill out the registration form at https://www.writingtrainers.com/register/regiformdata.htm . Your syllabus will be online as soon as possible after registration is finished. Complete lessons at your own pace, as long as you finish them within four months.

Link to the whole catalog of 45 courses.

E-mail the Center at center@writingtrainers.com