Highly effective written responses to complaints received by letter and email will reduce complaint escalation and ultimately cut the cost of complaints. Thoughtfully crafted communications can potentially turn negative experiences into positive experiences and help to retain the customer and enhance the brand.
This workshop examines the theory and practice of effective written communications (both by letter and by e-mail) in complaint handling. Written communications can be effective and helpful, or they can obscure meaning and antagonise. They can encourage dialogue and resolution or promote ongoing hostility and even litigation. They can speed up complaint handling or lead to protracted and unproductive paper wars. Poor communications can erode customer confidence in your organisation which is why good written communication is a critical part of complaint handling.
- Principles of effective written communication
- Learn the how and when to write
- Defining the letter: its purpose and message
- Understanding the audience, the recipient and using appropriate language
- Structuring the content of the letter
- Writing etiquette: personalisation vs. precedent letters and scripts
- Communicating bad news
- Explaining complex matters
- Reframing negative communications
- Writing an apology
- Common problems with written correspondence in complaint handling
|Who Should Attend||Program Theme|
This program is designed for Intermediate participants
who have general experience in customer experience,
consumer care and complaints management roles, who
have been working in the industry for more than 12 months
and are looking to extend their professional skills and
responsibilities.Participants with Rising Star skills are also advised to
attend to extend their professional skills and responsibilities.
Customer Service Excellence