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Dealing With Customer Complaints In Writing
Objectives
You will learn:
Outline
- Analysing your own reaction
- What's your purpose in responding?
- When should you respond?
- Real case situations - an analysis of customer unhappiness
- The common ways of responding
- Talking at customers vs. Talking to customers
- What is the conflict?
- How do we approach the situation?
- How should we write?
- Choosing an appropriate writing style
- Using words and phrases that build and maintain relationship
- Using an appropriate tone in your writing
- Keeping it positive (even in negative situations)
- Making it personal instead of cold and business-like
- Apologising if necessary
Who Should Attend
Customer service managers, line managers, supervisors who are responsible for the service level in their organisations and want to provide excellent customer service.
Methodology
Participative lecture, case studies, role play and group discussions.
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Dealing With Customer Complaints In Writing
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