Philip Vassallo, Ed.D.
Phone: 732-721-7577 w Fax: 732-727-7491
E-mail: Vassallo@aol.com w Internet: www.PhilVassallo.com
Customer Service Writing
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Audience
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Customer-service correspondents responsible for initiating promotional letters and responding to customer queries
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Duration
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Two days
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Description
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During this course, participants learn to respond in writing to customer letters in diverse situations using a proven method of addressing the customer’s needs without abandoning the company’s position.
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Scope
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· Use a consultative approach to build client relationships
· Employ a unique system for “speaking” to the client through writing
· Quality control drafts with the 4S Plan
· Understand the relationship between purpose and audience
· Balance writing with content and context language
· Create complete, clear, concise, courteous, and correct messages
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Materials
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· Customer Service Writing course manual
· The Art of E-mail Writing by Philip Vassallo
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Enrollment
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Limited to 12 participants
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Consultant
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Philip Vassallo, Ed.D.
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Assessment
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Pre-course customized 4S Writing assessments of participant-submitted samples (add one-half consulting day)
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