"We all need people who will give us feedback. That's how we improve." - Bill Gates USING WORDS THAT CONVEY POSITIVE EMOTIONS Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship. Customer complaints are valuable pieces of feedback that can be used to improve our products and services. Customers are often frustrated by perceived insincere responses to their complaints. When responding to a complaint, you need to come across as being sincere. Using an appropriate tone is particularly important. Without the benefit of body language and tone of voice, you can only rely on your words to convey your intended tone. It is therefore important to know the implication of various words and phrases, and choose to use words that convey positive emotions. COURSE OUTLINE - Challenges of writing back to angry customers.
- Checklist for responding correctly.
- Importance of correct tone.
- Examples of correct and incorrect responses.
- What customers want in writing.
- Case-studies of Actual responses.
- Avoiding Email Burnout.
- 8Cs of effective Client centric responses.
- Editing your responses for accuracy and tone.
- Following through on promises made.
- Closing the customer service loop.
WORKSHOP OBJECTIVESBy the end of this one-day workshop, participants would be able to: - identify and avoid common errors in writing to customers.
- learn the common pitfalls in writing to angry customers.
- employ correct writing techniques.
- practice email and critique writing.
- employ 8Cs for effective writing.
WHO SHOULD ATTEND? This workshop is highly relevant t professionals and executives whom are required to deal with formal written complaints and feedback. This includes senior officers from government agencies; NGOs and private sector. ANYONE who interacts with external and internal customers. TRAINING METHODOLOGY Practical tips, techniques and pointers, "hands on" practical writing workshop, visually-stimulating sessions, group discussions, checklists, useful writing worksheets and writing examples. TESTIMONIALS"Good discussion & interaction! I really enjoyed the class & instructor. I can directly apply what I've learned to my day-to-day experiences with complaints and feedbacks."
- Manager, Sumitomo "It was a pleasure attending a workshop taught by Sandra. I would highly recommend this workshop to my fellow employees and peers who are interested to write better in response to feedbacks."
- EBank Officer, CIMB "I learned a great deal that I will use immediately upon returning to work. Sandra is a wonderful trainer and kept the group interested throughput the course. I highly recommend the workshop to anyone who need to response to feedbacks through writing." ABOUT THE TRAINER 
Sandra Sandu is an inspiring and passionate global trainer, consultant, speaker and author with 29 years track record training and consulting employees of Fortune 500 corporations in twenty countries across the Asia Pacific. Her training territory includes cities in Asia, Middle East and Australia. Sandra graduated with a Masters degree in Education (Training and Development) distinction from the University of Sheffield University UK and a Diploma from Trinity College of Speech and Drama, UK. She is a Certified Trainer with the American Management Association (AMA) and a Licensed Trainer with Tony Buzan Centre UK in Thinking Skills, Brain Power, Creative Thinking, Innovation and Mind Mapping. Since 1993, she has been a Certified Management Consultant and is one of the rare recipients of the esteemed Fellow of the Institute of Management Consultants FCMC (USA) citation. Sandra is a well-known speaker at international conferences and has been listed in International Who's Who Directory since 1997. Sandra has also authored an acclaimed guidebook "Getting Ahead in Your Career" Her training workshops are always rated highly with the use of accelerated learning techniques to maximize learning and recall. Over the last twenty years, Sandra has been featured on leading television, radio and websites and has trained, consulted and inspired no less than half a million employees of key global corporations including Rolls Royce, ST Engineering, ST Aerospace, ST Marine, Honeywell, Jurong Shipyard, Sembawang Shipyard, Protex, Fugro Offshore, Shell, Singapore Refining Company, Singapore Petroleum Company, Petronas, Petronas Carigali, Petronas Pernapisan, Pertamina, Lubrizol, Castrol, BP Asia, Mc Dermott SEA, Bredero Shaw, Halliburton, MEA Holdings, Ameron Technologies, Ministry of National Development, Building Control Authority, Subana Ascendas, JTC, Worley Parsons, CPG and many more, across twenty countries. |
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