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Courses

 

Responding to letters of complaint

Synopsis

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.


Outcomes

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.

Content

  • 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
  

Format

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

Delegates

Teams who reply to letters of complaint

Maximum 15 delegates

Duration

3 hours

Tutors

Doug Robinson

 

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