Certified Written Service
Excellence (CWSE) Program

Customer Service Institute of Australia

How to deliver excellent customer service in writing

Today, a huge amount of customer service is experienced in writing, through emails, letters, text, live chat, social media and content. The CWSE program, in partnership with Friendly Persuasion, focuses on how to write customer service messages that engage and inform. Learn simple techniques that will boost the confidence and professionalism of anyone in your organisation responsible for interacting with customers using the written word.

Learning Outcomes

After completing this workshop, participants will understand how to:

  • Write in the most helpful way – clearly and simply
  • Write for different ages and audiences
  • Write for non-native English speakers
  • Make the reason for writing obvious
  • Implement writing techniques that get results
  • Make writing sound authentic and engaging
  • Write for excellent customer experiences

Who is this program for?

This program is for anyone in the organisation who writes directly to customers or is responsible for approving customer communications

Half day training program

Date Thursday, 30 May 2019
Delivery Classroom – Face to face
Location Sydney CBD
Group Size 15 – 20 participants
Duration 9am – 12:30pm
(excl. GST)
CSIA member
Includes morning tea.
Facilitator Peter Vierod

Key Topics

  • Understanding what your readers‘ need from your writing
  • Structuring your message for maximum effectiveness
  • How to get to the point nicely
  • Writing like a customer service professional instead of a lawyer
  • Avoiding the mistakes your competitors make

Your Facilitator

Peter Vierod is the founder and creative partner at Friendly Persuasion, Australia’s leading customer service writing consultancy. Over 4,000 people have graduated from Peter’s writing workshops knowing how to turn written messages into excellent customer experiences.

Find out more

Register now

To explore how our CWSE program could benefit your organisation, contact us on 1300 912 700 or info@csia.com.au

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