Writing in Response to Customer Complaints

“We all need people who will give us feedback. That’s how we improve.” – Bill Gates

USING WORDS THAT CONVEY POSITIVE EMOTIONS

Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship. Customer complaints are valuable pieces of feedback that can be used to improve our products and services.

Customers are often frustrated by perceived insincere responses to their complaints. When responding to a complaint, you need to come across as being sincere. Using an appropriate tone is particularly important. Without the benefit of body language and tone of voice, you can only rely on your words to convey your intended tone. It is therefore important to know the implication of various words and phrases, and choose to use words that convey positive emotions.

Course Objectives
By the end of this one-day workshop, participants would be able to:

  • identify and avoid common errors in writing to customers.
  • learn the common pitfalls in writing to angry customers.
  • employ correct writing techniques.
  • practice email and critique writing.
  • employ 8Cs for effective writing.
Course Outline
  1. Challenges of writing back to angry customers.
  2. Checklist for responding correctly.
  3. Importance of correct tone.
  4. Examples of correct and incorrect responses.
  5. What customers want in writing.
  6. Case-studies of Actual responses.
  7. Avoiding Email Burnout.
  8. 8Cs of effective Client centric responses.
  9. Editing your responses for accuracy and tone.
  10. Following through on promises made.
  11. Closing the customer service loop.
Who Should Attend
This workshop is highly relevant t professionals and executives whom are required to deal with formal written complaints and feedback. This includes senior officers from government agencies; NGOs and private sector.

ANYONE who interacts with external and internal customers.

Training Methodology
Practical tips, techniques and pointers, “hands on” practical writing workshop, visually-stimulating sessions, group discussions, checklists, useful writing worksheets and writing examples.
Testimonials
“Good discussion & interaction! I really enjoyed the class & instructor. I can directly apply what I’ve learned to my day-to-day experiences with complaints and feedbacks.”
– Manager, Sumitomo

“It was a pleasure attending a workshop taught by Sandra. I would highly recommend this workshop to my fellow employees and peers who are interested to write better in response to feedbacks.”
– EBank Officer, CIMB

“I learned a great deal that I will use immediately upon returning to work. Sandra is a wonderful trainer and kept the group interested throughput the course. I highly recommend the workshop to anyone who need to response to feedbacks through writing.”

Trainer

Sandra Sandu is an inspiring and passionate global trainer, consultant, speaker and author with 29 years track record training and consulting employees of Fortune 500 corporations in twenty countries across the Asia Pacific. Her training territory includes cities in Asia, Middle East and Australia.

Sandra graduated with a Masters degree in Education (Training and Development) distinction from the University of Sheffield University UK and a Diploma from Trinity College of Speech and Drama, UK. She is a Certified Trainer with the American Management Association (AMA) and a Licensed Trainer with Tony Buzan Centre UK in Thinking Skills, Brain Power, Creative Thinking, Innovation and Mind Mapping. Since 1993, she has been a Certified Management Consultant and is one of the rare recipients of the esteemed Fellow of the Institute of Management Consultants FCMC (USA) citation.

Sandra is a well-known speaker at international conferences and has been listed in International Who’s Who Directory since 1997. Sandra has also authored an acclaimed guidebook “Getting Ahead in Your Career” Her training workshops are always rated highly with the use of accelerated learning techniques to maximize learning and recall.

Over the last twenty years, Sandra has been featured on leading television, radio and websites and has trained, consulted and inspired no less than half a million employees of key global corporations including Rolls Royce, ST Engineering, ST Aerospace, ST Marine, Honeywell, Jurong Shipyard, Sembawang Shipyard, Protex, Fugro Offshore, Shell, Singapore Refining Company, Singapore Petroleum Company, Petronas, Petronas Carigali, Petronas Pernapisan, Pertamina, Lubrizol, Castrol, BP Asia, Mc Dermott SEA, Bredero Shaw, Halliburton, MEA Holdings, Ameron Technologies, Ministry of National Development, Building Control Authority, Subana Ascendas, JTC, Worley Parsons, CPG and many more, across twenty countries.

Statoil Asia Pacific

Like the printed materials. Well prepared. Passionate about the topic.

Statoil Asia Pacific

Tan Tock Seng Hospital

Interesting & engaging delivery. Useful concepts & ideas for further thought.

Tan Tock Seng Hospital

Ministry of Manpower

Dr Fong is a great talent!

Ministry of Manpower

Leitz Tooling Asia Pte Ltd

Thanks for all the interesting stories and for sharing them with the class. Nothing beats personal experience. NYP Elisabetta conducted a truly inspirational and eye opening training!

Leitz Tooling Asia Pte Ltd

CapitaLand Limited

The course has excellent content and trainer.

CapitaLand Limited

SPF

Mr. Leonardo not only cover powerful conversation at workshop, he had also share about his stories. It does come in handy. I will definitely do some soul searching and thereafter apply what I have learn from his workshop.

SPF

Ang Mo Kio Police Division

Mr. Leonardo is very knowledge and he deliver the topic very clearly and participant are easier to understand. The video shown were very good and meaningful.

Ang Mo Kio Police Division

Rolls Royce

The pace and supporting examples were just right, reinforcing key concepts.

Rolls Royce

SCEI (A*STAR)

The course was helpful and enlivening.

SCEI (A*STAR)

Ministry of Health

Very Insightful, Leonardo is able to engage the audience and help them analyse the barriers on communication. It goes deep enough to allow the participants to search their own thinking and make good changes to unhealthy habits. The practical presentations and demonstration are very helpful in learning the new concepts.

Ministry of Health

Republic Polytechnic

Very Insightful, let me know more about myself and how I can improve my communication. I would definitely benefit from this course, applying what I had learnt

Republic Polytechnic

Nanyang Polytechnic

Good! Thank you

Nanyang Polytechnic

BBDO Singapore Pte Ltd

I enjoyed the self-discovery journey, it allowed me to pause and reflect upon my current state, challenges I face and that I will have to make a choice and decide how I want the future to be. I am really glad to have attended the course

BBDO Singapore Pte Ltd

Institute of Education

Thank you for an interesting workshop!

Institute of Education

DSM Elastromers Asia

This course would be useful for my staff

DSM Elastromers Asia

Institute of Education

The course is well conducted

Institute of Education

National Institute of Education

Rodney is very knowledgeable and effective in delivering the training

National Institute of Education

Ministry of Port of Authority

The practical sessions are very useful in helping me understand and apply the new skills and ideas

Ministry of Port of Authority

Nanyang University of Technology

Good participation between the trainer and participants

Nanyang University of Technology

NAFA

Very through and comprehensive

NAFA
Live Virtual Learning
17 Jul 2020

Time

  9:00 am - 5:00 pm

Duration

1 Day

Cost

  S$500 (Nett)

Live Virtual Learning

Enjoy $100 off the course fees for Live Virtual Learning on Zoom
(Fees quoted is before the S$100 rebates)

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