ICML training courses > Business writing > Customer-focused letters and emails

Writing Customer Focused Emails and Letters

Are the emails and letters generated by your team members too officious, long winded or not focused on addressing the issues raised in incoming correspondence? A formal tone and inappropriate content can unintentionally offend internal and external customers and discredit your organisation’s credibility and customer alliance.

This program focuses on your company’s documentation and presents simple techniques to create high quality letters and emails with a customer focused tone whilst concisely addressing all the relevant issues.

Tailored Customer-focused Emails and Letter Writing training program – virtual or in-house delivery – Melbourne – Sydney – Brisbane – Adelaide – Perth – Hobart – Darwin – Canberra – all regional areas – Asia – and anywhere else


  • Half-day face-to-face or
  • 1x 3.5 hours live virtual training.


This program is suited for all team members who write external and internal emails and letters. This email writing training will be tailor-designed for teams and groups of colleagues. We tailor the program to the level of the participants and the types of documents they write. Ask us how. Receive this email writing course at your office. We deliver our programs all over Australia, including Sydney, Melbourne and Brisbane.


In this fully tailored email and letter writing course, participants will learn how to:

  • Isolate all key issues in the incoming correspondence that need addressing
  • Prepare a diagrammatic tool to ensure relevant content and structure
  • Compose concise and grammatically correct sentences with the reader in mind
  • Use formatting techniques to isolate multiple issues within the document and enable quick comprehension
  • Effectively include standard paragraphs
  • Add in key words to control the tone such as empathy, cooperation, alliance or assertiveness.

Delivered in-house at your premises or in an online virtual classroom

We deliver our training programs either through:

Customer Email and Letter Writing group training – using your documents

Where relevant, we will use your organisation’s internal formats, templates and style guide.

We will also use anonymised examples of participants’ writing in the workshop. With this material the facilitator:

  • Assesses their writing ability
  • Gains a thorough understanding of the written work they prepare
  • Extracts examples for use as training material within the program.

Ask us how we apply this to your organisation.


We’ll discuss your needs and create an email and letter writing course that perfectly suits the audience and the documents they write. We’ll adjust this highly interactive workshop to the level of the participants. Participants will use their own documents to immediately apply their new writing skills. Ask us how we can tailor a writing training program to suit your needs:

  • call 1300 655 098
  • start a chat at the bottom of our page
  • send us a message.

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Free eCoaching: ask an ICML trainer – get advice on customer email or letter writing

Do you have any questions about customer email or letter writing you’d like to ask? Do it here. One of our trainers will answer on the page and we’ll let you know by email when we post the response. We aim to come back to you within a few business days. If you need more urgent advice, try our chat at the bottom of the page.

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