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Responding to letters of complaint


Mistakes happen. Even organisations with the highest standards of client care will sometimes fall short of their targets. Responding to complaints promptly and effectively is vitally important. Make sure your staff know how to write responses courteously, consistently and in a way that enhances your reputation.

This course is designed to help professionals write high quality articles that make an impact.


As a result of attending the course, you will be able to:

  • demonstrate that you understand the complainant’s feelings
  • use techniques for writing clearly, accurately and efficiently
  • ensure that your writing suits your reader
  • plan and structure documents before writing them
  • recognise the importance of quick responses and clear timescales
  • let the customer know that you care
  • diffuse the situation, not escalate it
  • give firm and clear answers to the complaints
  • know how to write persuasively and set the right tone
  • review your own work effectively
  • use complaints to improve future service
  • exceed customer expectations
Writing for publication
Writing articles.


  • Analysing the complaint
  • Focus on the reader
  • Clarifying your objectives
  • Structural tools for organising your reply
  • Setting the right tone
  • Putting things right
  • Reviewing skills


Short input sessions and discussions, relevant exercises and tutor feedback on delegates’ work.


Teams who reply to letters of complaint

Maximum 15 delegates


3 hours


Doug Robinson


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To discuss how we can help call Linda Moran on 0114 273 8300.