Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship.

In some situations, the customer may be unhappy when they perceive that a policy puts them at a disadvantage. Or the customer may be asking you to make an exception to a policy, which is beyond your authority to do.

In other situations, there may have been an actual service lapse or product flaw which has made the customer complain.

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.

This practical workshop shows you a writing approach that is fair and balanced. It ensures that you empathise with the customer, and it also gives you a chance to explain your position.

You will also learn to use words and phrases skillfully to convey your meaning in a positive manner while using an appropriate tone.

Outline | Facilitators | Methodology | Who Should Attend | Testimonials

Detail

Date:	19 Jun 2012 17 Aug 2012
Duration:	1, day(s) 9:00AM - 5:00PM
Fee:	$398.00
Venue:	TBC

- Fees are subjected to prevailing GST of 7%

- Includes course materials, lunch and light refreshments

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

Receiving a Complaint

Analysing your own common reactions to complaints
Why are you writing back to the customer?
The root of the problem – looking beyond the surface reason for responding
Providing a solution or mending the relationship - what's the difference?

Managing the Complaint

The nature of conflict, and how best to manage it in writing
Using a balanced approach for handling conflict in writing
Examples of how the approach works in various situations
Application - applying the approach to a case study

Polishing your Draft

Adopting a modern writing style and discarding outdated theories
Words and phrases that are easy to understand and carry positive energy
How to add respect, friendliness, and warmth to your writing
Keeping it positive - even in negative situations
Adding empathy and sincerity to your apology

· Making it clear what actions to expect – from you as well as from the reader

Facilitators

Jolynn Chow

Jolynn has over 25 years of operational experience in areas like banking and finance, publication and distribution, import and marketing of packaging products, as well as training and education.

She has designed and delivered programmes on minute writing, report writing, business and technical writing, phonetics and spoken English, presentation skills, and customer service skills.

Jolynn holds a Master of Arts in Human Resource Development (MAHRD) awarded by the George Washington University, a Bachelor of Business Administration (BBBA) majoring in Marketing awarded by the Royal Melbourne Institute of Technology, and a Postgraduate Diploma in Applied Linguistics awarded by the RELC.

Jolynn also holds a Certificate in English Language Teaching to Adults (CELTA) awarded by Cambridge University.

Methodology

The workshop is highly interactive, and it engages participants through the use of group discussions, presentations, exercises and feedback.

Real case scenarios and writing samples will be used during the workshop, so that the learning is relevant and applicable to work situations.

Who Should Attend

This workshop is especially useful to people who must respond to complaints and negative feedback in writing.

It will benefit executives and managers who must write to build and maintain relationship, improve productivity, and project a professional image.

Testimonials

The programme has taught me how to refrain from using the negative tone when responding to complaints but try to give a personal touch and concern through writing.

(Assistant Manager, Central Provident Fund Board )

I have learnt how to craft a reply in an effective and systematic way. The conflict concept will be helpful to my work. Excellent!
(Manager, Singapore Polytechnic)

This course has taught me the different alternatives when responding to complaints. Now I am able to address complaint letters in a professional way.
(Senior Executive, National Council of Social Service)

I learnt to always plan your writing and use words and phrases that maintain relationship. The concept and skills can be applied to daily writing apart from responding to customers.
(Executive, SMRT Corporation)

My writing skills have improved especially when I write in response to guests' complaints and compliments. I have also become more proactive in answering guests' feedback. Excellent!
(Administrative Officer, Copthorne Orchid Hotel Singapore)

Jolynn Chow is passionate and clearly competent in this subject. She made the learning interesting with lots of examples. Thanks for clarifying all our queries on grammar and writing style.

(Participant from Institute of Mental Health)

I will recommend my nursing colleagues to attend this course, as it helps us in dealing with challenging situations positively.