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Written communications can build rapport

Tuesday 15, Sep 2020

Understanding the impact of some of your typical communications can make a big difference to connecting with customers and building rapport so you can reach beneficial outcomes. 

As confirmed in the new SOCAP research into the Social Return on Investment, effective complaint handling reaps rewards for organisations as well as empowering staff in their roles and increasing job satisfaction. Effective written responses to complaints will reduce complaint escalation, and ultimately cut the cost of complaints.   

As identified by members in our recent survey, effective communication skills are shown to be vital in helping to connect with customers, by taking time to listen and also by taking care with appropriate written communications. Engaging customers with respect and care in all communications has shown to result in faster resolution of issues and often at the first point of call. 

Join us for Written Communication for Complaint Handling on 20 October.