Written Communication for Complaint Handling

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


Front line staff, team managers and any one dealing with customers who may want a refresher on best practice communication skills.


Nicole Cullen BA, LLB, Cullaborate
Nicole has a strong interest in early and effective complaints handling and communication based on many years of professional experience resolving escalated complaints. Nicole is a highly qualified and experienced trainer and facilitator of complaints handling workshops including clear communication training.




Members (three or more SOCAP members from one company) $627 per person.
Members $697 per person
Non-member $808 per person
Can't make the dates? We can come to you

Can’t make the dates, no problem, we can come to you
Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training. Call us on 02 8095 6426 or email socap@socap.org.au