Written Communication for Complaint Handling

Topic
Customer Service Excellence
Date
02 December 2020
Start Time
9.30am AEDT
End Time
1.30pm AEDT
Venue
Virtual Classroom
Contact Name
SOCAP Australia
Contact Phone
0291678119
Contact Email
socap@socap.org.au

Please contact the SOCAP office on 02 9167 8119 or socap@socap.org.au to be added to the waitlist or register your interest for a new date.


Learning Outcomes

  • Understand the principles of effective written communication
  • Learn the how and when to write vs. call
  • Learn to strategise a letter: being clear on its purpose and message
  • Understand how to use appropriate language for different audiences
  • Develop a structure for letters for maximum impact and saving time in the future
  • Master writing etiquette: personalisation vs. precedent letters and scripts
  • Learn to explain complex matters, reframe negatives and communicate bad news through words
  • Learn to write an apology letter in your organisation’s voice
  • Discover common problems with written correspondence in complaint handling

Price
Members: $449 per person
Non-members: $649 per person