This course will provide participants with guidelines to write winning letters and emails. Participants will also walk away with templates for responding to compliments and complaints to win over the customers.
- Adopt a fresh paradigm towards compliments and complaints
- Apply the principles of writing responses that are easily understood
- Reply to compliments and complaints effectively using templates and guidelines given for both letters and emails
- Build customer loyalty
- Create customer advocates
Compliments and complaints – a paradigm shift
- Understand the meaning of customer and service
- Know the positive outcomes from customers’ compliments and complaints
- Adopt a fresh paradigm towards complaints and compliments
Constructions – building blocks of winning replies
- Conversational style
- Relationship building
- In the moment
- Short and simple
- Positive impact
Contents of winning replies
- Focus on the results
- Respond to compliments – acknowledge, affirm, commit, extend
- Respond to complaints – apologise, empathise, reassure
Correctness of winning replies
- Guidelines and templates for letters and emails
- Etiquette and best practice
Participants will undergo experiential learning through group activities, discussions, presentations, application exercises, and learn-apply-learn through role plays. Participants should be able to apply what they have learnt as soon as they return to work.
This course is suitable for professionals in the field of marketing, sales, public relations, customer service, and administration.
Categories
More Information
- (Local Institution) MDIS - Service Quality Centre
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