Successful Business Writing & Email Etiquette


Date : 


Wed 22 Nov


Duration :


1 Day Course


Start & Finish Time :


9.30am to 5.00pm


Trainer :


Call Focus




Are Available


Location :


Wexford Chamber Boardroom


Price :


€105 per person if you are a member of Wexford, Enniscorthy, New Ross or Gorey Chamber a 10% discount applies.


To book this course please contact Aoife Connick at or by phone on 053 91 22226



“Improve customer relations through enhanced written communication”

Who Should Attend?

A practical and interactive one to two day workshop, the course is designed for staff, who communicate with customers daily using written communications and email – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.

Overall Aim:

The aim of the workshop is to help staff develop first-rate business etiquette when corresponding with customers using written communications such as letters and electronic email. Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image and ensure customer satisfaction.


After completing the workshop, each participant willbe able to:

  • Identify the most appropriate communications tool when writing to customers
  • Apply superb business etiquette for written communication
  • Create relevant and structured letters & emails using the right content, style and approach
  • Apply highly developed business English for all non-verbal customer communications
  • Apply proper business etiquette in the use of language, punctuation and grammar
  • Write concise yet professional business letters to instil confidence with customers
  • Design clever and eye catching direct mail letters tograb the customers attention
  • Reply to customers courteously and professionally with the right tone and level of urgency
  • Manage email as an effective communications tool to ensure customer satisfaction
  • Keep emails relevant and easy to follow with related subjects, signatures & notifications
  • Show discretion when forwarding emails, copying readers or sending attachments
  • Follow company policies, avoid legal and copyright issues, viruses and spam emails
  • Build trust with customers by generating personalisedbusiness correspondence and emails

Workshop Content:

  • The essence of professional communications in business today
  • Written communication – the essential communicationtools for building customer relations
  • Know your audience and understand their needs – choose the right option to communicate
  • The importance of first impressions for influencing a customer
  • Define your objective, apply the right approach, style and structure to your writing
  • Apply essential business English – the correct use of language grammar, punctuation etc
  • Write clearly and persuasively to attract customers and maintain interest
  • Instil confidence with customers – write a professional and personalised letter
  • Generate slick and successful sales letters to win customers
  • Email communications today – apply the appropriate behaviour for interacting with customers
  • Apply the right style, content and language to email communication
  • Keep emails relevant and easy to follow subjects, notifications and contact details
  • Maintain confidentiality when forwarding or copying emails, or sending attachments
  • The legal implications for email behaviour – libel, copyright, viruses and spam emails
  • Keep in touch with customers and build personalised on-going written communications

Training method

The training will take the form of a one two day workshop, with group discussions, feedback and exercises based on Individual/group needs. Each participant will receive a workshop manual.

Profile of Call Focus (Karen Sommerville)

All training will be given by Karen Sommerville of Call Focus, who specializes in communications, sales and customer relations skills training. With over 25 years’ experience in various sales and marketing roles, Karen has worked across a number of different industry sectors in direct and distribution sales. She has over 16 years direct experience having worked in the outsourced contact centre industry, as well as the IT, Telecoms and direct marketing industry.

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