Overview

Written helpline communications demand a different set of skills to phone. This course examines the pros and cons of delayed written responses (email, letter) as a helpline channel and develops the skills needed for a professional and effective service.

The Course will cover

  • Exploring the pros and cons of delayed chat channels
  • How to provide a professional and timely service
  • Establishing the proper format and structure for emails and letters
  • Understanding confidentiality issues and history
  • Complications of the written word over the spoken word
  • Developing rapport
  • Signposting.

Feedback

“A very absorbing session”

Virtual Training

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Face 2 Face Training

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Cost

  • Face to Face: £125 / person, 10% discount for 2 or more people from the same organisation.
  • Virtual Session £80 / person