Why is it important to craft a good response to complaints?

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

Customers 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.

What do you gain from this one-day workshop?

In this practical workshop, you will learn 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.

Workshop Objectives

1. Focus on your key purpose in responding to a customer's complaint.
2. Adopt a balanced approach for crafting a positive and relationship-building reply to complaints.
3. Write professionally and sincerely to show empathy, explain reasons and apologise.
4. Recognise and avoid standard and tired words and phrases, because these project little feeling or sincerity.
5. Be mindful about the tone in your writing, and use a suitable tone for the context.
6. Avoid words and phrases that convey a negative tone.
7. Emphasise the positive instead of negative in your writing.
8. Explain clearly the actions you intend to take, or the actions that the reader must take, so that the reader knows what to expect.

Workshop Highlights

• 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?

• 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

• Adopting a modern writing style and discarding outdated theories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

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

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.
Participant from Institute of Mental Health