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Teach e-mail writing skills

Do your customer service agents write e-mails that include embarrassing grammar or punctuation errors? Do they fail to answer customers’ questions? Is their tone unfriendly or curt? The Clear, Correct, Concise E-Mail workbook, a cost-effective, self-paced or instructor-led curriculum, will help you solve your agents’ e-mail writing problems. Clear, Correct, Concise E-Mail uses real e-mail exchanges between customers and companies to provide hands-on practice in essential e-mail writing skills:

  • Write clear, strong sentences
  • Use a polite, personal tone
  • Select the correct word and spell it right
  • Punctuate correctly
  • Write for global readers

Preview the workbook
to find out more.

License the curriculum for your contact center

You can license the Clear, Correct, Concise E-Mail workbook and E-Mail Writing Skills Competency Exam and use your trainers to deliver the curriculum to your contact center staff. Choose our six-month All-You-Can-Train license or let us develop a license package based on how long you want to use our materials or how many agents you want to train.

Become a trainer

Our Train-the-Trainer services will prepare you to teach the the Clear, Correct, Concise E-Mail course. We’ll provide a two-hour teleconference, an Instructor Guide, which will help you pace your teaching and group participants, and lots of writing resources.


Companies go to great lengths to hire and train people to represent them on the phone. Now that more and more customers are contacting businesses via e-mail, it’s time to upgrade service representatives’ skills with this clear and concise workbook. Two thumbs up."

Jim Sterne, Author, Customer Service on the Internet