Course : Improve writing skills to strengthen customer relations
Practical course - 2d
- 14h00 - Ref. ERI
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 | Consolidate customer relations through high-quality professional writing |
| Analyze customer expectations to qualify their requests |
| Structured argumentation |
| Adapt your writing to the context and chosen medium so that it is read and understood |
Intended audience
Anyone who wants to strengthen customer relations through writing.
Prerequisites
No special knowledge required.
Practical details
Hands-on work
Writing workshops.
Teaching methods
Active, participative teaching methods. Alternating theory/practice with application to the participants' own context.
Course schedule
1 Understanding the missions and challenges of customer relations
- Agree on your mission, your role and the notion of customer.
- Position yourself in a win-win relationship with internal and external customers.
- Writing difficulties: sentences, legibility, vocabulary.
- Define the objective to structure your writing.
Group discussion
Workshop: positioning yourself in a win-win relationship.
2 Define customer behavior
- Internal and external customers.
- Identify customer expectations.
- Analyze changing expectations. Try to deduce his behavior and better understand him.
- Understand the importance of the written word for internal customers: traceability, certainty, recourse...
- Identify similarities between internal and external customers.
- Integrate [[customer service]] behavior as an integral part of the mission.
- Understand the reason for choosing your words: to anchor, to convince.
Exercise
Choose the right words for the right purpose and for the right type of customer.
3 Writing methodology
- Understand the request: what's at stake, the objectives of the message and those of the recipient.
- Analyze and understand the request: choose response elements and structure the letter.
- The benefits of a logical, easy-to-use structure.
- Learn to argue in a structured way. Build a plan.
- Writing to be read and understood. Some techniques for starting, writing and concluding.
- Words to avoid. Anchor the structure and take a first approach to writing.
- Guide the reader through practical formatting: know the principles of readability.
- Proofreading: tools (form, accuracy, content).
Exercise
Write different types of texts using the techniques you've learned.
4 The essentials of efficient copywriting
- Prepare: think before you write.
- Structure your thoughts and draw up a plan.
- Write clearly, precisely and concisely.
- Check the impact of your writing: reread and have others read.
Exercise
Work on the impact of different types of writing.
5 Training and writing your progress plan
- Definition of objectives, actions and deadlines.
Exercise
Build your personal plan.
Customer reviews
4,8 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
OLIVIER R.
18/06/26
5 / 5
The amount of information was just right for the two-day training course. (Not too much, and the content was clear.) The number of participants was a plus.
EL HOUDA NOUR Y.
18/06/26
5 / 5
The topics and exercises covered during this training course have been extremely beneficial to my work. A superb trainer and teacher – attentive and dynamic.
NOURIA T.
18/06/26
5 / 5
Thanks to Cedric, who managed to boost my confidence and help me with my writing via email. He’s a great teacher – friendly, cheerful and one of the best trainers I’ve ever had. ++++++
Publication date : 07/26/2024
PARTICIPANTS
Anyone who wants to strengthen customer relations through writing.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Anyone who wants to strengthen customer relations through writing.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
Dernières places
Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.