We can all write – but if you want to learn to write to customers, and colleagues, in a way that’s clear, human, simple and effective, and achieves the outcome you desire, then this is the workshop for you.  And what’s more, you’ll be able to measure the benefits you deliver with just a few changes.

Course Description

Have you ever measured how many of your incoming calls are instigated by a letter or email communication your organisation has sent?

Have you monitored how many complaints are received, or escalated, as a result of your written communication?

When was the last time you reviewed your standard letters and email responses?

This workshop cuts through all the opinion, the myths about writing to customers and colleagues and gets you thinking about how to do it simply, clearly and easily.  There are ideas, tools and examples from a whole range of industries.

You can apply your learning to emails, complaints, social media, live chat, standard letters, feedback – any type of written communication.

Learning outcomes

  • We’ll get you and your team writing faster, better and with confidence
  • We’ll bust the myths around writing at work and what ‘professional’ really means
  • You’ll get a set of simple techniques that anyone can use to avoid writing in ‘Offglish’
  • You’ll understand what good writing looks like and how to do it
  • You’ll get a range of tools that’ll help you write anything from a complaint response to a set of instructions

Benefits to your business

Clear communication between your organisation and customers is crucial to maintaining the relationship and also their brand image of you. Now that more and more customer interactions are taking place by social media, webchat, and messaging almost any frontline agent in your contact centre can be called on to write to customers.

If you want to ensure that they always give the right impression by writing clearly and succinctly and in your brand’s voice, you need to train them. This course will help you do that and also give you practical examples of good customer writing, as well as showing you how you can improve your company’s templates.

Course content

In this course we will be working – live – on your own material.

If you send us an example of your contact centre’s writing that you’re happy to share, we’ll work on a couple of examples from the group and show you how to improve them in real time.

You’ll understand the huge impact that more human written communication has and the role it can play in reducing complaints, repeat calls and queries – as well as building better working relationships.

About the trainer

Mark McArthur-Christie

When was the last time you thought about your everyday emails to customers, the tone of your complaint responses, standard paragraphs or even how your statements are written?  What would happen if you started treating them like powerful customer experience tools that could boost satisfaction and first contact resolution as well as reducing complaints and queries?

As an ex-adman working in customer experience, Mark realised the same behavioural psychology tools and techniques that can sell a product or a service can help you make customers more loyal, make complaints disappear, stop unwanted query calls, and even deliver bad news without getting aggressive feedback.

He’s been helping organisations like The National Trust, The Electoral Commission, Aston Martin and Nando’s, amongst others, do exactly that since 2002.  They’ve seen complaint numbers halve, first contact resolution double and customers become more loyal.

Mark now runs The Think Human Consultancy, a customer experience business specialising in helping you get the most out of your everyday, operational comms.  As well as being a consultant and trainer, he’s also a published Oxford University Press author, speaker, and columnist.

What delegates say

“It was very open and I enjoyed Marks approach. He was very pleasant and gave us a lot of real-life examples to review and discuss.”

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Written Communication Workshop
Date: Tue 30 Jan 2024
Where: Online

Written Communication Workshop
Date: Tue 4 Jun 2024
Where: Online

Written Communication Workshop
Date: Wed 16 Oct 2024
Where: Online

No Events


3-hour online workshop using Zoom or Teams.

Who is it for?

Contact Centre Managers, Team Managers, Team members, back office teams and anyone who writes to customers in a contact centre.

Why should you go?

Because you want to learn how to turn writing from a necessary drudge into a superpower.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings