CUSTOMER COMPLAINTS

Writing in response to complaints

Join us to learn from ACES’ highly-experienced Business English Coach! You will learn simple but powerful techniques to craft written responses to customers’ complaints.

STRIVE TO PROVIDE EXCELLENT CUSTOMER SERVICE

Most organisations received customers’ complaints at some point, even though their employees would strive to provide excellent customer service. How you respond to customers’ complaints can further strengthen or break your organisation’s reputation.

Upcoming courses

4 Jul 2023

9 am to 5 pm

Face to face

SGD 530 / pax

SGD 730

13 Sept 2023

9 am to 5 pm

Face to face

SGD 530 / pax

SGD 730

16 Nov 2023

9 am to 5 pm

Face to face

SGD 530 / pax

SGD 730

CUSTOMER COMPLAINTS?

Most organisations received customers’ complaints at some point, even though their employees would strive to provide excellent customer service. This workshop can further strengthen or break your organisation’s reputation.

Join us to learn from ACES’ highly-experienced Business English Coach! You will learn simple but powerful techniques to craft written responses to customers’ complaints. And you will be able to do so with ease!

“CUSTOMER COMPLAINTS” WILL TEACH YOU:

Customer Complaints and Company Image.

‘We all need people who will give us feedback. That’s how we improve.’ – Bill Gates

The Two Approaches to Responses.

direct
indirect

The Effective Format in Writing Responses.

How to begin.
What to write.
How to end.
How to cushion the blow for complaining customers (when we cannot accede to their requests).

Framework – Separate Our Emotions from Nasty Complaints.

Third Party’s Primary Responsibility.

How do we respond when customer complained to us (when we were not responsible for the wrong deed!).

You will have numerous case studies to write and instructor will review your responses and give you feedback to improve further.

YOUR FACILITATOR FOR THIS COURSE

Nancy Yeo

Nancy was certified in St Charles, Illinois, USA, to design and deliver interpersonal skill coures. She was also certified in London, UK, to run experiential learning and learn innovative pedagogical methods. Nancy was accredited [...]

CLIENT TESTIMONIALS

Nancy was able to engage the class with many examples and giving us feedback on our writing skills. She is entertaining when delivering her points. Her knowledge/experience in this field helps to allow us to learn on other industry practices.

CapitaLand Retail Management

Clear articulation and able to elaborate every point in a simple and relevant manner. Has a good pace of time (keep to timing very well). Very energetic and alive; keeps the class fun and us attentive.

To phrase and structure my replies in a more effective way. To handle difficult situations tactfully. Always maintain a level of professionalism.

National University of Singapore Society

Trainer is experienced, able to give valuable examples. Knowledgeable. Approachable.

How to write a proper response for angry customers based on different types of complaints. What to take note of.

Joey Tang Li Yan / People’s Association (Water Venture)

SKILLSFUTURE & SDF GRANT ARE APPLICABLE TO THE CLASSROOM COURSE

The face-to-face version of this course is reimbursable through SkillsFuture (subject to the participant's available credits). Register today, and follow the steps on the SkillsFuture website to claim the amount. Companies can apply for SDF grant for the face-to-face version (claim through Skills Connect).