Writing Skills for Technical Support Representatives

Lesson Menu

Service Strategies Corporation Business Writing Center
800 827-3770 center@writingtrainers.com

 

Introduction to the Courses

Lesson Intro-1 Course Requirements

Lesson Intro-2 Know Your Objectives

Lesson Intro-3 Some General Principles

 

Course 1: Basic Writing Skills

Lesson 1-1 Write in Blocks

Lesson 1-2 Write Enough, But Not Too Much

Lesson 1-3 Mark the Blocks Clearly

Lesson 1-4 Use Words the Reader Understands

Lesson 1-5 Write Clear Sentences Sample

Lesson 1-6 Write Concisely Sample

Lesson 1-7 Use Aids to Understanding

Lesson 1-8 Write Clear Procedures

Lesson 1-9 Edit and Proofread

Lesson 1-10 Know the Commonly Confused Words

Lesson 1-11 Avoid the Most Common Business Writing Errors

 

Course 2: Writing Customer-Support Messages

Lesson 2-1 Step 1: Interpret the Customer's Message Sample

Lesson 2-2 Step 2: Decide the Next Action

Lesson 2-3 Next Action 1: Pick Up the Phone and Call

Lesson 2-4 Next Action 2: Escalate the contact Sample

Lesson 2-5 Next Action 3: Request Further Information

Lesson 2-6 Next Action 4: Solve the Problem

Lesson 2-7 Slot 1: Write the Subject Line

Lesson 2-8 Slot 2: Write the Greeting

Lesson 2-9 Slot 3: Acknowledge the Customer's Feelings

Lesson 2-10 Slot 4: Assure the Customer You're Working for Him or Her

Lesson 2-11 Slot 5: State the Problem

Lesson 2-12 Slot 6: Explain the Next Step or Status

Lesson 2-13 Slot 7: Describe Possible Causes or Problems

Lesson 2-14 Slot 8: Explain Remedies or Actions

Lesson 2-15 Slot 9: Explain Customer Actions

Lesson 2-16 Slot 10: Write the Next Step or Options

Lesson 2-17 Slot 11: Write a Cordial Closing

Lesson 2-18 Follow Up