Writing Winning Replies

Projecting a Professional Corporate Image & Excellent Service !!!

Program Overview 

Everyday, organisations are overloaded with many written enquiries and email requests from the public, customers, suppliers, colleague, etc. The “Writing Winning Replies” Programme is designed to equip participants with the business writing skills to  offer clear and concise replies that project a professional image for the organisation and at the same times, create a positive customer service experience.

Target  Audience

Staff who are required to write and email replies enquiries from public, supplier, internal department, etc.

Learning Objectives

§  Improving quality of writing to customers and others by apply  the art & science of effective business writing.

§  Projecting a professional image through writing

§  Creating  a positive customer service experience through writing

§  Learn and practise KISS and the 6 IMPACTful steps to winning replies.

§  Rejecting and saying “No” positively & professionally

§  Expressing goodwill and initial win-win arrangement through writing

Duration : 2 days

Program Content

I. Introduction to Winning Replies

·         Importance of writing well

·         The correct attitude to writing well

II. Dissecting Winning Replies

·         Functions of business writing

·         Types of written replies

·         Identifying good written replies

III. Developing Winning Replies

·         Yardsticks to measure good writing

·         The Art and Science of reply-writing

·         Reply with K.I.S.S.

·         Writing Using I.M.P.A.C.T

IV. Professional Writing Guidelines

·         Writing Memos and Emails

·          The Dos of Good Writing

·          Different ways to say “No” professionally

Conclusion & Summary

·         Summary

·         Writing Practice

Methodologies

Group discussions and presentations, Case-Studies, Writing Practice, Experiential, Fun Activities, Interesting Lectures