Sep 2019

Writing in Response to Complaints

Course Information

Start Date 26 Sep 2019, Thursday
End Date 26 Sep 2019, Thursday
Time 09:00 am - 05:00 pm
Venue 100 Orchard Road, Concorde Hotel Singapore
Fee $580 (Excluding GST) Inclusive of hotel buffet lunch, light refreshments and course materials
Contact 6720 3333 (Ms Chye Fen) chyefen@asm.edu.sg
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Course Schedule

28 Nov 2018 (Wed) Full House 

27 Mar 2019 (Wed) Full House 

17 Jun 2019 (Mon) Confirmed Run 

26 Sep 2019 (Thu)

12 Dec 2019 (Thu)


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.

Key Takeaways
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 Outline
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
Who Should Attend?
Executives, Administrative Officers and anyone who needs to respond to feedback and complaints
“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

Trainer Profile
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.

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