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A Complaint Is a Gift – 5 Simple Tips on Winning Back Your Customers Painlessly.


Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship. Customer complaints are valuable pieces of feedback that can be used to improve our products and services.


When they do, use words to convey positive emotions


When responding to a complaint, you need to come across as being sincere. The tone being used is particularly important. Without the benefit of body language and tone of voice, you can only rely on your words to convey your intended tone. It is therefore important to know the implication of various words and phrases, and choose to use words that convey positive emotions.

  • Adopting a positive and a long term relationship approach towards the complainant
  • Taking ownership of the issue and providing solutions
  • Engaging with clarity, sincerely and purpose
  • Responding with empathy and deep engagement.
  • Step by Step guide to key actions and remedy to be taken


Wow Your Customers: 5 Simple Ways to Raise Your Customer Recovery from Ordinary to Awesome

  • Receiving a Complaint
    • Common reactions to complaints
    • Why are you writing back to the customer?
  • Managing the Complaint
    • Deciding what to say
    • Organising your Information
    • Applying the approach to a case study
  • Emphasis on the Positive
    • Adopting a modern writing style and tone
    • Using positive Words and phrases
    • How to add respect, friendliness, and warmth to your writing
  • The Final Step – Polishing Your Response
    • Adding empathy and sincerity to your apology
    • Making it clear what actions to expect – from you as well as from the reader


Raving Testimonials      

This workshop will provide everything you need to get started immediately using the easy to follow template, worksheets and case studies

“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

Business Communications & Engagement Coach: 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.