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Writing Replies to Complaints

This one-day workshop is designed for anyone who wants to enhance their skills in responding to emails and letters of complaint.  The focus of the workshop centres on building good customer relationships while resolving complaints effectively.  Participants should bring, and be ready to work on, examples of their own written responses to complaints.  Appropriate feedback on the quality of their written work will be provided sensitively to each delegate.

Sessions will cover these topics:

  • The seven elements in successfully handling written complaints
  • The six stages in effective written communication
  • Three factors to consider when handling written complaints
  • The Plain English approach
  • Understanding and using good basic grammar
  • Using the FOG index to quality check your writing
  • The subtle differences relevant across various channels of communication

Workshop delivery: The workshop is offered as a public session or as an in-house event.

Cost: The cost is £325 per delegate.  

Next step: For more information or to make a booking, please email SOCAPiE

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