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Writing in Response to Complaints

How to Reply to Complaints and Feedback with Empathy and Tact For Positive Company Impression in Singapore

Date: 15 Nov 2017
Time: 9am to 5pm
Venue: Concorde Hotel Level 4
Course Fees: $600 | $360 after 40% PIC grant
Contact Details: chyefen@asm.edu.sg | 67203333

Sign up in a group of 3 or more to enjoy a group discount! Call us or email us to find out more!

Customer feedback is a great way for companies to improve their products and services. However, dealing with feedback, and in particular complaints can be a very challenging part of anyone’s job. Good writing contributes to great communication and happy customers. Using the appropriate word choices and tone can help you win over your customer and turn them into loyal customers. The purpose of this workshop is to give you some tips and techniques to write clearly and effectively in these challenging situations.

Preview Key Takeaways from the course

After this training, the participants should be able to:

Reply to feedback with the reader in mind
Write messages that are polite and project a positive image
Explain information clearly and concisely
Demonstrate the ability to adopt the right tone in both positive and negative messages
Organise information with structure and purpose
Avoid common errors in writing

Course Outlines

1) Receiving a Complaint

Common Reactions to Complaints
Company Image

2) Managing the Complaint

Communication Process
The Writing Process
Organising and structuring Information

3) Polishing your Draft

Adopting a Modern Writing Style
Identifying old-fashioned words and phrases
Positive words and “you-attitude”
Writing Practice
Editing
Email Guidelines

Hear what the past participants have to say!

“We continue to receive very positive comments about Emma’s courses from my staff members. Several people, including our internal communication manager, said that Emma provided the best one-day training courses. Many thanks for providing insights, tips and factoids that will enable our company to write and communicate even better to our bosses and stakeholders.” - Cynthia Zhuang, Marketing Manager, NETS Singapore

“Great business courses by Emma! I walk away with some great tips and insights which are not just ideas that have no practical consideration. The class’s spirit of spontaneity and engagement is also very encouraging for my learning. Every trainer should be able to keep the attention of the class just like she has.” - Jess Tang-Xin, Senior Admin Executive, Singapore Workforce Development Agency

“I loved Emma’s presentation style. She shares stories to help everyone relate to the business scenarios that we may encounter at work. She also simplifies concepts for everyone to understand easily. One of the best professional development courses I have been to. I will recommend my colleagues to join me for one of her other upcoming courses.” - Razline Maria, Senior Business Associate, Shangri-la Hotel Singapore

Learn from our Business English Communication Expert, Ms Emma Jones from MBA, Imperial College London in UK

Emma Jarman-Jones specialises in developing and enhancing workplace communication skills. This work includes writing, speaking, interpersonal and management skills training. She has over 15 years of experience training in Singapore, as well as regionally in Malaysia, Thailand, Indonesia and Vietnam.

Emma has worked as an external consultant and trainer with both private and public sectors, designing, customising and delivering programmes, and coaching individuals. She believes in the potential of every person and is dedicated to providing the highest quality of training that will benefit the individual, as well as the organisation.

Emma holds an MBA from the Imperial College London in United Kingdom. She has also completed a Diploma in Human Resource Development at the Singapore Institute of Management, and is a certified People Developer Consultant.

LAST RUN OF 2017! DON'T WAIT!

100 Orchard Road #04-100, Concorde Hotel Singapore 238840
Asia Pacific International Academy Pte Ltd

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