Reply to complaint letters - 1 Day Workshop on Replying to Difficult Customers' Email Complaints Tactfully

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Course Information Date: 27 Jun 2014 (Fri) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: S$500 (NETT) (S$200 after PIC grant)* *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Replying to Difficult Customers' Email Complaints Tactfully Workshop Description Business writing in a work context can be very different from the writing exercises taught in schools. When adults in the working world write office documents, they naturally draw on what they learnt in school as well as on precedent office correspondence. But much of the precedent writing tends to contain commercial and stilted language. And what was learnt in school is often contrary if not irrelevant to good business style. This Replying to Difficult Customers' Email Complaints Tactfully Workshop is designed specifically for business professionals to master new and specific techniques that will help sharpen their writing skills. The course will help participants produce a higher standard of reply submissions, and to understand that good writing is, and should not be difficult. The course is structured such that participants will learn to adopt an appropriate style, tone and format of writing, express their points coherently, and to consistently produce sharp, focused and concise replies. They will also pick up skills to avoid common writing errors and to write convincingly to sell appease their customers. Workshop Objectives Upon completion of this workshop, participants will be able to: Plan and organise their replies. Express ideas to suit the audience and purpose. Use specific tools as guidelines for writing. Identify and avoid the common errors in writing. Apply the principles in writing business correspondence. Reply to complaint letters. Use the right tone and style in writing. Understand email essentials and etiquette. Workshop Outline Basic Elements in Business Writing Fundamentals of good business writing-old fashioned language VS modern day business writing. Concise writing techniques. Approaches to writing-active and passive voice; direct, indirect and persuasive approaches. Understanding and using tone effectively in writing. Customising Written Work and Communication Styles Writing to suit different customer profiles. Basic DISC profiling tool to help understand communication basics. Writing Tips and Techniques Techniques for responding to difficult letters. Handling the letter of complaint. Useful phrases and terms. Sentence construction style and structure. Paragraphing styles and rules. Essentials of Emails Characteristics of emails When to email and when not to Ways to improve your email readability Guidelines for better structured emails Observing proper Email etiquette. Workshop Methodology Lecturing Group Discussion/Brainstorming Case Studies Self-Analysis/Critique Session Learning from a Partner Interactive Exercises 360 Degrees Trainer Caroline has more than 17 years of invaluable experience as an Editor of lifestyle and technical publications and 15 years teaching business management, environmental and soft-skills communication. During her numerous corporate exposure with local and foreign participants, Caroline has provided counselling and coaching services to many multicultural individuals and teams while also mentoring fellow educators in developing their professional skills. Caroline's wide ranging expertise in the field of communication and management is just one half of the equation as her focus lies in the other where corporate education must always serve the business need and that any development intervention is an investment that must deliver a return. In this respect, Caroline uses a combination of tailored activities and has mastered the art of utilising pedagogical methods with minds! Her pragmatic real world approach ensures that she understands and responds to the real pressures and issues faced by adult learners especially. By closely observing and identifying individuals with special learning needs, she has maintained that experiential, innovative teaching methods and highly interactive curriculum are key motivational factors that enhance one's communication and personal development skills.

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