Clear written replies

Skills you'll practise

• Compare two replies and identify the stronger one
• Structure a reply: acknowledge, answer, next step
• Check facts before replying
• Write in plain language

Course outline

1. 1.Clear written repliesVideo · 1 min
2. 2.Answer the real questionLesson · 10 min
3. 3.Structure and plain languageLesson · 12 min
4. 4.Checking before you sendLesson · 12 min
5. 5.Clear written replies: knowledge checkKnowledge check · 15 questions
6. 6.Clear written replies: practical exerciseKnowledge check · 1 question
7. 7.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General customer-service and support practice (listening, de-escalation, ownership)
• Plain-language business writing guidance (general)