Your customer-service team are key to your customers' experience of your brand. And the way they respond to customers' emails and messages can make or break that relationship.
They are a disgruntled or potential customer's first port of call - and their response can make or break that customer's relationship with your company.
No matter how technology evolves, effective written communication remains critical. In fact, writing is more important than ever, as customers seek you out via live chat, social media, email and knowledge banks. You need to be confident that your team can meet them with accurate, efficient and empathetic communications.
Unique, targeted training
At Emphasis, we know the difference that better writing can make to your business. For 20 years, we've been giving companies and individuals around the world the confidence to succeed by transforming how they write, through tailored training and consultancy.
We do this by using a unique evidence-based approach to learning that underscores all our programmes. It begins with taking the time to understand the culture, values, pains and goals of your organisation through close consultation. And before training begins, we use our exclusive diagnostic process to analyse each delegate's written communications, mapping each person's strengths and weaknesses. This becomes a personalised, targeted learning tool for every participant.
With these insights, we build tailored learning programmes, using real-life documents to create the materials to guarantee the training will be relevant to participants' daily work. A writing-skills helpdesk, regular writing-advice updates and additional coaching cement the learning and ensure long-lasting change.
Empowering first-class customer service
Since starting out in 1998, we've helped more than 50,000 people from over 5,000 organisations. This includes running successful in-house customer-writing programmes with clients including M&S, The White Company, MS Amlin, BNP Paribas, Dogs Trust, Bupa, HSBC, Harrods and Virgin Money.
Through transformative in-person, remote and blended programmes, we've empowered customer-care teams to embrace a new tone of voice and clear, empathetic writing - to transform customer experience and brand perception and awareness.
Tel: 01273 732888