Written Communication for Complaint Handling

Topic
Customer Service Excellence
Date
09 February 2021
Start Time
9.30am AEDT
End Time
12.30pm AEDT
Venue
Virtual Classroom
Contact Name
SOCAP Australia
Contact Phone
0291678119
Contact Email
socap@socap.org.au
Max. Attendees
20
Who Can Register?
Anyone

Effective written responses can reduce complaint escalations.


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