Start date: 03/10/2024

Duration: 9.30am - 5pm

Location: Online

Certificate: Attendance Certificate

Cost: Skillnet Members: €230. Non Members: €295

Programme overview

To book this or any course, or for further information, please contact Liz Carroll at

Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image and ensure customer satisfaction.

Course Objectives:
Learn how to:

  • Identify the most appropriate communications tool when writing to customers
  • Apply superb business etiquette for written communication
  • Create relevant and structured letters & emails using the right content, style and approach
  • Apply highly developed business English for all non-verbal customer communications
  • Apply proper business etiquette in the use of language, punctuation and grammar
  • Write concise yet professional business letters to instil confidence with customers
  • Design clever and eye-catching direct mail letters to grab the customers attention
  • Reply to customers courteously and professionally with the right tone and level of urgency
  • Manage email as an effective communications tool to ensure customer satisfaction
  • Keep emails relevant and easy to follow with related subjects, signatures & notifications
  • Show discretion when forwarding emails, copying readers or sending attachments
  • Follow company policies, avoid legal and copyright issues, viruses and spam emails
  • Build trust with customers by generating personalised business correspondence and emails

Learn more about your trainer: Karen Sommerville 

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   Business Writing and Email Etiquette

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