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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.


The authors of Clear, Correct, Concise E-Mail know their stuff. Realistic examples, scenarios and practice items provide all the tools necessary to have your agents become e-mail customer service experts in no time.I highly recommend this workbook."

Ken Webb, President, Sage Results