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Wrong Standard - Examination of a Real 'Standard Letter'


The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

• To help participants identify what is wrong with a (real example) of a 'customer service' letter.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise how one badly constructed letter can lose a customer.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels, and especially people working in finance and/or customer services.

You'll Need:
Nothing other than the materials provided.

This module is suitable for staff at all levels; especially those involved in financial and/or customer services. The example shows a letter that is confusing and pretentious, both in its layout and in its content. The writer of this letter should be aiming to regain – even increase – business from this customer. In the letter's current format it is highly unlikely that this will be achieved.

This exercise would also be useful to develop a conversation in an organisation about its standard letters, which are often carelessly written and should be regularly examined and revised.


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