Writing in Response to Complaints

Constructive Communication: Writing in Response to Complaints Course Overview

In today's business landscape, customer feedback serves as a compass, steering companies toward continuous improvement in their products and services. However, effectively navigating this realm, particularly when addressing complaints, requires finesse and strategy. The ability to respond to customer feedback with proficiency is pivotal, and it forms the core focus of our comprehensive course on "Writing in Response to Complaints." This course aims to equip participants with the skills to handle customer grievances adeptly through written communication. By delving into the nuances of tone, language, and structure, participants will unlock the potential to transform complaints into opportunities for building stronger customer relationships and bolstering brand loyalty.

Navigating the Terrain of Customer Feedback: Challenges and Opportunities

Acknowledging customer feedback as a two-edged sword – capable of both inspiring growth and revealing vulnerabilities – lays the foundation for effective communication strategies. Handling complaints, often laden with frustration or disappointment, necessitates finesse to avoid exacerbating the situation.

Our course recognizes the challenges companies face while addressing such feedback and transforms them into opportunities for customer satisfaction and retention. By dissecting real-world scenarios, participants will gain insights into deciphering underlying concerns, structuring empathetic responses, and ultimately converting dissatisfied customers into brand advocates. This journey towards mastery of written communication will not only enrich customer relations but also fortify the organization's reputation for attentive and constructive engagement.

Upon completion of the course, learners will 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

Those who need to respond to feedback and complaints:

• Executives
• Administrative Officers

“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

“Emma has greater energy and engagement. She understand learners at their level and exchange ideas to build upon what they already know. I would recommend this course to those who are new to handling feedback!” – Shine Goh, Taster Food Pte Ltd

Meet the Business and Communication Expert: Emma Jarman-Jones (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.