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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


“Using an appropriate tone is important when writing back because we do not have body language and tone of voice to convey our intentions.

Customers with resolved complaints are also more likely to become repeat customers.”

Stumped by having to respond to toxic complaints? Use our systematic approach for writing back with ease and tact.



Event Details

Date: 29 August 2017 (Tue)

Time: 9am - 5pm



100 Orchard Road
#04-100, Concorde Hotel
Singapore 238840


Course Fees

$600 | $360 after PIC grant of 40%

(Inclusive of one buffet lunch and two sessions of light refreshments)

To register, you can either register online or download a hardcopy registration form


Register Online


Download Form


Contact Details

Amelia Lim


6720-3333 | phone




Key Takeaways


In this course, all participants will discover and learn:

  1. Challenges of writing back to angry customers

  2. Checklist for responding correctly

  3. Avoid common errors in writing to customers

  4. Importance of correct tone and etiquette

  5. Examples of correct and incorrect responses

  6. What customers want in writing?

  7. Case-studies of a dozen actual written responses

  8. Use of best “feel good” words

  9. 8Cs of effective client-centric responses

  10. Editing your responses for accuracy and tone

  11. Closing the customer service loop with follow up.

  12. Writing practice sessions.


Training Methodologies


Practical tips, techniques and pointers, case-studies of actual responses to complaints, practical writing sessions, visually-stimulating sessions, checklists, useful worksheets and examples.


Who Must Attend?


All levels of executives, administrative personnel, customer interfacing employees who have to write back.




"’Outstanding’ is how we would describe Sandra’s training sessions. Our dealers, clients and staff are delighted. We were impressed with her professional approach." – Emerson Process Systems, USA


"Excellent presentation by the trainer loaded with innovative & effective creative ideas." – Saudi Pak Commercial Bank

"Sandra is truly an eminent trainer with extensive experience and professional qualifications. We have used Sandra's training services to run multiple courses." – National University of Singapore, Staff Development Centre



Trainer’s Profile



Certified American Management Association (AMA) Trainer And English Writing and Communications Coach: Sandra Sandu-Reeves
(MBA, Imperial College London in UK)


Sandra Sandu-Reeves specialises in English writing and communication skills in the workplace. She is an inspiring and passionate global trainer,consultant, speaker and author with a 20-year track record training andconsulting employees of Fortune 500 corporations in twenty countriesacross the Asia Pacific.


Sandra graduated with a Master’s degree in Education (Training andDevelopment) distinction from the University of Sheffield University UK anda Diploma from Trinity College of Speech and Drama, UK. She is a CertifiedTrainer with the American Management Association (AMA) and a Licensed Trainer with Tony Buzan Centre UK in Thinking Skills, Brain Power, CreativeThinking, Innovation and Mind Mapping. Since 1993, she has been aCertified Management Consultant and is one of the rare recipients of theesteemed Fellow of the Institute of Management Consultants FCMC (USA)citation. Since 1997, she has been listed in the International Directory of Professionals.


Sandra’s training workshops are always highly rated with the use of accelerated learning techniques to maximize learning and recall. She has trained all levels of executives and has been featured on leading television, radio and websites – consulting and inspiring no less than half a million employees of key global corporations. Some of these corporations include RollsRoyce, ST Engineering, ST Aerospace, ST Marine, Honeywell, Jurong Shipyard, Sembawang Shipyard,Protex, Fugro Offshore, Shell, Singapore Refining Company, Singapore Petroleum Company, BP Asia, Mc Dermott SEA, BrederoShaw, Halliburton, MEA Holdings, Ameron Technologies, and the Ministry of National Development Singapore.



100 Orchard Road #04-100, Concorde Hotel Singapore 238840


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