Short Course Listings
Short Course

Course Information
Course Title: (CANCELED) Keep a Customer: Writing for Excellent Customer Service and Support
Categories: 1 - Management/Professional Development
2 - Data Analysis
3 - Quality/Regulatory/Compliance
4 - Technical Writing
5 - Laboratory Information and Management
Instructor(s): Steven Schultz Course Number: 91
Affiliation: Writing at Work, Inc.
Course Date: 03/06/2017 - Monday Course Length: 1 Day Course
Start Time: 08:30 AM End Time: 05:00 PM
Fee: $575 ($775 after 2/18/17) Textbook Fee:

Course Description
Brush up your written responses to customer inquiries, requests for help with products and applications, and, yes, complaints. As email has now become the primary means for communicating with customers, make sure your messages effectively get the job done as well as reflect technical competence, responsive service, and your organization’s advertised image for dependability and quality. This interactive workshop also covers how to succinctly convey product information and benefits, maintain customer satisfaction and brand loyalty, and apply the much different strategies needed in writing than when communicating in person or on the phone.

Target Audience
Along with customer service reps, the course is ideal for scientists and other technical professionals called on to respond to inquiries, troubleshoot problems, or clearly explain products or procedures. Also applicable to jobs that require communicating with diverse, non-technical audiences—such as sales, marketing, purchasing, QA/QC, or compliance.

Course Outline
• The Do’s and Don’ts of Customer Service—bests practices and professional protocol. Avoiding the most common customer service writing blunders
• Conducting business effectively while establishing, maintaining, and expanding excellent customer relations
• Simplifying writing tasks and expressing messages in clear, direct language
• Planning a reader-centered structure and layout
• Conveying the desired corporate image—building brand and customer loyalty
• Adapting the tone and style of writing to the circumstances
• Writing to diverse audiences—U.S. and international customers
• Developing the you-attitude—communicating sensitive or negative information, acknowledging and resolving complex issues, and regaining confidence and goodwill

Course Instructor's Biography
Steven Schultz, Ph.D., is the president of Writing at Work, the company he started in 1984 to provide business and technical writing services to corporations, professional organizations, and government agencies. Steve develops writing courses to improve the writing skills and confidence of those who, regardless of profession, need to write for their jobs. He has conducted on-site courses for many organizations that depend on high quality customer communications, from small firms to large corporations (such as Beam Global, L’Oréal, Saint Gobain, Grace Davison, and Metrohm USA) and for government water reclamation facilities, utilities, and R&D departments. Participants from his training seminars and previous Pittcon short courses consistently state how they have benefited from Steve’s interactive presentation style and direct, practical writing experience, and use of real industry on-the-job examples in the instruction. As an editor and writer, Steve has helped organizations establish in-house writing and communication standards. He also writes and edits customer service manuals and response templates, product write-ups and marketing literature, as well as technical articles and reports, SOPs, and specifications. Steve has taught writing at several universities—in their English departments, graduate schools of business, and corporate training divisions. He graduated Phi Beta Kappa from the University of Illinois and was a Class Merit Scholar at the University of Edinburgh, Scotland. His Ph.D. in English is from the State University of New York at Buffalo.