Managing Customer Complaints & Feedback – Writing with Empathy & Tact
World-class customer communications must be delivered with a heart. World-class organisations are those who know what it takes to connect with their customers, build customer loyalty, and maximise customer delight with every communication. Increasingly, customers will communicate their satisfaction and dissatisfaction through email, feedback forms, letters and social media channels such as blogs, forums and Facebook, and expect a prompt reply that addresses their needs and expectations. Writing replies to customers is therefore an art that requires careful thinking, thoughtful analysis and astute writing skills.
This course is designed to help executives and managers shortcut their writing and thinking process with strategies that enable them to communicate and connect with tact, empathy and clarity on offline as well as online platforms.
Detail
| Date: |
14 Jun 2012 - 15 Jun 2012 |
| Duration: |
2, day(s) 9:00AM - 5:00PM |
| Fee: | $680.00 |
| Venue: | 51 Anson Road, #03-53 Anson Centre Singapore 079904
|
Fees are subjected to prevailing GST of 7%
For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg
Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.
Outline
Day 1
Uncover and Understand Customer Needs
· Customer complaint iceberg theory
· What customers never tell you but expect from you
· Recognise critical customer needs and wants
· Adopt a service quality approach to identify service failures
· The art and science of customer communications
Analyse Customer Personality and Issues
· Apply the 3Ps Approach to identify customer personality and situation
· Understand customer prejudice and attitudes
· Use S.O.U.N.D to identify issues and important details in a systematic manner
Organise Your Message to Connect with the Customer
· Structure your message to communicate tact, empathy and assurance
· Organise long replies with useful content structures
· How to apologise with sincerity
· How to explain for situations which are not really your fault
· What to say when you can provide partial or no resolution
Addressing Customer in the Right Tone
· Greeting customers appropriately
· Personalise your opening for the customer
· Incorporate customer references and perspectives
· Write in a customer-centric vs. writer-centric manner
· Highlight the customer benefit when explaining and asking for information
Day 2
Responding to Complaints, Feedback and Compliments
· Steps to respond to complaints
· Replying to compliments
· Recommended phrases and words for different scenarios
· Phrases and words to avoid
· Apply techniques to samples (practice session)
Writing With Conciseness and Clarity
· Say more with less words
· Achieve clarity with precise words
· Using simple instead of complicated words
· Manage your sentence length and structure
· Change hidden verbs to create concise sentences
· Minimise jargon
Writing Quality Replies
· Common mistakes made in writing
· Avoid message spoilers
· Improve your grammar
· Quick editing & proofreading checklists
Improving Readability and Presentation
· Deliver information efficiently
· Effective paragraphing
· Use parallel structures
· Make use of embedded and numbered lists
Managing Social Media Feedback & Complaints
· The multiplier effect of social media
· Develop an effective social media strategy
· Identify the relevant social media channels
· Understand the customer behaviour types on social media
· Specific tips on writing to social media complaints and feedback
Facilitators
Michelle Lim is an Executive Trainer who specialises in training and coaching in Business Writing, Business
Communications and Customer Service. She has more than ten years of experience in training, people management
and customer service with Multinational, SME as well as Government organisations. Companies which have benefited
from her insight, personable style and experience include Singapore Press Holdings, Changi Airport Group, Singapore
College of Insurance, American International Group, Institute of Banking & Finance, Inland Revenue Authority of
Singapore, Ministry of Defence and Lee Kuan Yew School of Public Policy.
In her workshops, Michelle helps participants to transform the way they speak, write and communicate with a practical
inside-out approach. In her many years of communications experience in the corporate sector, she has presented to
and written reports for Ministers, CEOs, Directors and others; groups large and small; and different types of audience
as well as in different types of business situations. She was formerly from Citi (Global Consumer Banking), where she
managed high customer-impact projects in a complex cross-functional and multicultural environment. Her experience
launching and managing major services for the bank provides her with the insight and depth in managing the end-toend
customer experience from the employee as well as organisational point of view.
Her customer service background extends from B2C, B2B to G2C markets. In her B2B experience, she handled key
client accounts such as SingTel, DBS, NEC, Sony and Zone Telecom. In the government sector, she was with the
Ministry of Manpower, where she was one of the pioneer managers of strategic manpower planning and was involved
in setting up the relationship platforms and processes of the department in relation to other statutory boards and
ministries. Michelle is also trained as an image consultant by London Image Institute and Imageworks Asia, accredited
by AICI (Association of Image Consultants International) based in United States. Hence, she also advises individuals
and companies in their professional and corporate image in her customer service programs.
Michelle was also a lecturer for many years with Ngee Ann Polytechnic, where she conducted workshops in
communications and lifeskills. As a manager of the Talent Development Program, she coached top scholars in image,
interview skills, motivation and leadership. Under her management and coaching, the program participants have been
awarded Public Service Commission (PSC), SMU Lee Kong Chian and NUS scholarships.
Michelle strives to create learning that inspire, engage and transform individuals and organisations. Hence, her
workshops focuses not just on the theories of training but more importantly, incorporates a practical yet powerful
approach to enable participants to build confidence, apply transforming techniques and change their workplace
experiences and situations.
Who Should Attend
This course is designed for executives and managers who need to communicate with customers through email
messages, letters and the social media, and who want to connect with their customers and build customer loyalty
through the way they write. Managers who need to vet and coach others in the art of writing to customers will also
benefit from the strategies and techniques shared in this course.
Objectives
Participants will adopt a 5-step approach to understand, analyse and write to customers. Putting themselves in their
customers’ minds, they learn to identify customer needs and expectations effectively. Participants learn to address
customer issues with empathy and sensitivity while writing in a systematic manner. Simple and effective techniques will
also be provided to enable participants to write concisely and clearly, yet with shorter time. Finally, participants will walk
away from the course with a toolbox of techniques that they can immediately apply to improve the quality of customer
communications in their organisation.