Replying to customers effectively and turning complaints into opportunities
with Jolynn Chow
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| Date: |
 10 June 2010 |
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14 Oct 2010 |
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| Duration: |
1 day, 9:00am – 5:00pm |
| Fee: |
S$365 |
| Venue: |
4-star Hotel, located in Central Singapore(TBA) |
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- Fees are subjected to prevailing GST of 7%
- Includes course materials, light refreshments and lunch
For more information, please contact LearningDB.com at 6861 1000 or email to learning@jobsdb.com.sg |
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Payment must be made before the commencement of the workshop.
No cancellation is allowed 7 days prior to workshop. |
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It's a fact of life. Customers complain. And if it's your job to reply to customer complaints, you will know what a challenging task this is. However, a complaint gives you the opportunity to achieve service recovery, improve customer relations and build better levels of customer loyalty. So from this perspective, isn't a complaint a gift?
Quite simply, replying to customer complaints gives you a chance to put matters right. You can investigate what happened to cause the difficult situation, apologise for mistakes, explain the results of your investigations and the action taken, and take steps to repair the relationship.
But it's not so simple when you have to put it all in writing, is it?
In some situations, the customer may be unhappy about a policy that puts them at a disadvantage. Or the customer may be asking you to make an exception to a policy, which is beyond your authority. These situations need special care and specific writing skills too.
In this hands-on workshop, Jolynn will show you step-by-step how to respond to customer complaints confidently and professionally. She will show you how to use empathy, how to structure your message logically, how to choose words that convey positive emotions, and how to repair and build relationships.
So yes, receiving a complaint can be a gift - a gift that will drive you to improve service levels, improve quality, and ultimately lead to more satisfied customers.
If you want to turn complaints into opportunities, this is the workshop for you!
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Frontline staff, executives, managers, service engineers, and anyone who needs to address customer complaints and negative feedback in writing.
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This program aims at helping participants to:
- Understand the nature of conflict, and the challenges caused by it.
- Focus clearly on your purpose in writing back to the customer.
- Adopt a 7-step approach for crafting positive, relationship-building replies.
- Write professionally and sincerely to show empathy, explain your position, and apologise if necessary.
- Recognise and avoid stale words and phrases that project little feeling or sincerity./li>
- Fine-tune your writing to make it modern, energetic, and reader-friendly.
- Be mindful about courtesy in your writing, and use a suitable tone for the context.
- Emphasise the positive instead of negative in your writing.
- Specify clearly the actions you intend to take, and the actions you expect from the reader.
- Increase customer loyalty by treating complaints as tools for improvement.
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The workshop is highly interactive, including presentations, exercises, group discussions, and feedback. In small groups, you will work on replying to a customer complaint. You will then edit and fine-tune this as the various style and language points are discussed. Real case scenarios will be used for discussion, so that the learning is relevant and applicable to work situations.
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Receiving a Complaint
- Analysing your own common reactions to complaints
- What? Why? How? Exactly 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
- The 7-step approach - a fail-safe formula to handling conflict in writing
- Examples of how the 7-step approach works in various situations
- Your turn! Applying the 7-step 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 convey 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
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Jolynn Chow
Jolynn Chow has over
25 years of operational experience in industries including banking and finance, publication and distribution, packaging products marketing, and training and education.
She specialises in areas like business communication, interpersonal skills and customer service. She has designed and delivered many training workshops for organisations like Canon Marketing, Jebsen & Jessen Group of Companies, Keppel Land, Lend Lease, Pfizer Asia Pacific, Schering-Plough, SAP Asia, Visa International, Singapore Polytechnic, Ngee Ann Polytechnic, HDB, and TransitLink.
Jolynn has an in-depth understanding of
the language problems of bilingual users of English,
as well as the common communication problems faced by
business language users in Singapore and the region.
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