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Customer-Focused

Business Writing Course

Our definitive, customer-focused business writing course for people who want to transform how they write to customers, colleagues and stakeholders. All our experience, tools and expertise in a course you can do at your own pace.

Business Writing Course Overview

Online

Learn anywhere

Self-Directed

Learn at your own pace

Responsive

Learn on any device

Transforming business writing

Business writing
for customer-focused teams

Our business writing course is designed specifically for teams and individuals who want to write more effectively to customers.

People who want to improve the relationships they have with their customers and write like the ace human beings they are.

Perfect for Customer Service, Contact Centres, HR Professionals, Technical Support, Legal Teams.

Tried and tested business writing.

This customer-focused, business writing course includes the same content, insight and activities we’ve used with teams in Europe, Asia and the US in financial services, airlines, automotive, hospitality, tech, the third sector, housebuilding, social housing and government.

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Course Objectives

What you’ll get from our Business Writing Course

Impact

Master the power of your writing

Learn just how powerful the words you use are. Then get the knowledge and perspective to master them and make them work for you. Start having the right sort of impact when you write.

Confidence

The confidence to write clearly

The ultimate cure for workplace waffle, management speak, jargon and those emails to customers that take a page to say what a sentence could. Learn how to get started, how to keep writing and how to edit effectively.

Behaviour

Know what makes people tick

Understand how to write to make people take action. Know how to help them understand quickly. Make sure your stuff gets to the top of the pile so people read and act on it.

Action

Get people to do what you ask

Get people to take action willingly because you’ve understood what really motivates them. Find out how to give bad news without getting kickback and say ‘no’ nicely.

Get our Business Writing Course

Give you and your teams the confidence and skills to communicate better with customers.

What’s Included

Packed with empowering content

Empowering lessons

33 engaging lessons

We’ve taken our 30 years of experience and condensed the most valuable tools into 33 distinct lessons. See lesson content.

Lessons on business writing for customers

“Fantastic! The team found the course thoroughly enjoyable and incredibly useful. I can already see an improvement in their writing styles, which is great.”

Alex, Research and Public Policy Manager – G15 Housing Association

45 business writing course video guides
Engaging videos

45 unique video guides

45+ detailed video guides to topic areas, plus live, on-screen editing of written material.

“Just wanted to say your course was brilliant! So useful and fun to boot. Thank you so much”

Julia, Customer Service Director – UK Mortgage Provider

Helpful worksheets

12 helpful worksheets

Take your learning off the screen with downloadable worksheets and help guides to improve your business writing.

online writing course downloads

“Everybody completely loved the course, being part of it myself was a pleasure and I really took a lot away from it. “

Chris, HR Director – UK Heritage Organisation

online writing course notes 1
Keep notes on the go

Keep a learning journal

Take notes quickly and easily as you learn with the built-in note taker.

“The impact the course had for the team was amazing. Loved your ‘stop them writing like Robocop’ comments – now they’re starting to sound like human beings. It’s so good to see.”

Sam, Head of Customer Services – US-based Online Payments Business

Lesson quizzes

Section quizzes

Check your understanding and business writing knowledge with quizzes after each section.

online writing course quizzes
online writing course exercises
Keep notes on the go

Discover for yourself

Every lesson includes self-discovery and reflection exercises you can do as a team or on your own.

Get our Business Writing Course

Give you and your teams the confidence and skills to communicate better with customers.

Online business writing course

See our definitive business writing course in action

A quick walkthrough of the writing course content, lessons and learning experience. Get a feel for the course, what’s included and how it works.

Meet your Trainer

Mark McArthur-Christie

Mark is the managing director of Think Human and has over 30 years’ experience in human-centred communication. He’s our resident guru for all things word-related and a strong advocate for better communication in customer experience.

Trainer for Business Writing Course - Mark McArthur-Christie

See Mark talk through the course

Price

£120

Per Person

Buy For You

Learn at your own pace, online on any device. All tools and lessons included.

Buy For A Team

We offer substantial discounts for teams of 5 or more who want to learn together.

Content In detail

Business Writing Course
Content In Detail

Welcome
How changing the way you write changes the world around you.

What we’ll cover
How to communicate with customers so they understand you, do what you ask and don’t get frustrated doing it.

Your customers
It’s much easier to write to people when you know who they are and what really matters to them.

Writing at work
Take these short surveys to get an idea of your views and confidence when it comes to writing at work.

Your words matter
How the way you write to customers has a profound and long lasting impact on them.

Customer perception
What the way you write tells customers about you, your team and your business. The assumptions customers make and how they affect your team.

Cause and effect
How the way you write affects the response you get. If you find customers keep pushing back, here’s how to fix it.

Tone of voice
It’s not what you write, it’s how you write it. Simple ways to make tone of voice work for you.

Environment & blockers
What are the factors around you that get in the way of writing well?

Myth busting
Busting the myths that prevent you from writing well to customers.

How communication works
How understanding the basic principles of communication help you write better.

Writing like a human
Why people write like robots at work, why it annoys customers and what to do about it.

Being emotional
How to understand and use the power of emotion when you write to customers.

Getting read and understood
No one can demand to be read – so here’s how to make people want to read what you send them, even if it’s bad news.

Unspoken questions
How anticipating and answering questions makes your writing much simpler to understand.

Think, feel, know, do
How you can get into the mind of the reader and get the response you want.

Transactional analysis
How you can avoid “talking down” to your customers.

Expert perspective
How being an expert can be a problem when you’re communicating with customers. How to be an expert and be understood by anyone.

Writing styles to avoid
The styles of writing that really irritate customers and stop them doing what you need them to – and how to avoid them.

Offglish
“Offglish” and why is it so corrosive to better relationships with customers. How to write clear, human language.

Management speak
Why some people do it, the effect it has and what to do about it.

Marketing speak
The danger of ‘persuasive’ adjectives and the need to lead people to their own conclusion with facts, not tell them what to think.

Passive voice
Why the passive voice makes us seem remote, uncaring and unwilling to accept responsibility and what to do about it

Write less, mean more
Why it’s easier to write a long email than a short one – and why that makes things harder for customers.

Objectively score your writing
Score your writing against a set of objective criteria.

Orwell’s six rules
A simple guide to clearer, more human-centred writing.

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Every lesson includes

Video Summary Icon Introductory video
You’ll get video introductions for every lesson and topic – running through the theory and putting it into practice – making complex topics easy to understand.

Conclusion Icon Walkthrough video and example
Our learning videos show you how to apply tools in practical ways. Less theory – more doing.

Self discovery black icon Self-discovery exercises
Less telling, more discovering. All lessons give you the option to explore for yourself with self-directed learning activities.

Team Discussion Icon Group exercises
Learning’s better in groups. We’ve included team activities, exercises or discussions in every lesson so you can work together as a group.

Learning Journal Icon Learning journal
Keep a log of everything you’ve learnt and refer back to it later. Personalise your learning journey and access your notes and ideas whenever you like.

Also included…

Interactive polls

See what other Learn Lab explorers think with our interactive polls. Get instant, live results from the Learn Lab community and benchmark yourself against others.

Worksheets

We’ve made it easy to take learning off the screen and into practice with a series of worksheets, learning tools and cheat sheets. This course has 12 downloadable worksheets with exercises for you and your team.

Editing videos

We edit text live on-screen, so you can see the pitfalls to avoid and the best way to put material together.

Final quiz and certificate

After the final quiz, testing all aspects of the course, team members who pass will receive a certificate to show they’ve taken the course. This can form part of their professional development file.

Empower your team with our Customer-Focused, Business Writing Course

Give you and your teams the confidence and skills to communicate better with customers.