Classroom/ Online: Yes/ Yes
Scheduling Date(s):
1) Dec 13, 2024 (classroom)
Note: Please click specific date for detailed venue and course fee etc.
Replying to Difficult Customers Email Complaints Tactfully
This workshop is designed specifically for business professionals to master new and specific techniques that will help sharpen their writing skills. The course will help participants produce a higher standard of reply submissions, and to understand that good writing is, and should not be difficult.
The course is structured such that participants will learn to adopt an appropriate style, tone and format of writing, express their points coherently, and to consistently produce sharp, focused and concise replies. They will also pick up skills to avoid common writing errors and to write convincingly to sell appease their customers.
The course is structured such that participants will learn to adopt an appropriate style, tone and format of writing, express their points coherently, and to consistently produce sharp, focused and concise replies. They will also pick up skills to avoid common writing errors and to write convincingly to sell appease their customers.
Objective
- Plan and organise their replies.
- Express ideas to suit the audience and purpose.
- Use specific tools as guidelines for writing.
- Identify and avoid the common errors in writing.
- Apply the principles in writing business correspondence.
- Reply to complaint letters.
- Use the right tone and style in writing.
Outline
Basic Elements in Business Writing
Customising Written Work and Communication Styles
Writing Tips and Techniques
- Fundamentals of good business writing - old fashioned language VS modern day business writing.
- Concise writing techniques.
- Approaches to writing - active and passive voice; direct, indirect and persuasive approaches.
- Understanding and using tone effectively in writing.
Customising Written Work and Communication Styles
- Writing to suit different customer profiles.
- Basic DISC profiling tool to help understand communication basics.
Writing Tips and Techniques
- Techniques for responding to difficult letters.
- Handling the letter of complaint.
- Useful phrases and terms.
- Sentence construction style and structure.
- Paragraphing styles and rules.
Who should attend
Anyone who has to write difficult letters or emails to customers.
Testimonials
The course is truly clear and concise. The trainer, Ms Caroline is a very knowledgeable trainer. She is engaging too.
Tripartite Alliance Limited
Compliments to Caroline. A very energetic and vibrant facilitator. Thankful to her for providing us a very resourceful handouts.
Singapore University of Social
The content was well-covered. The trainer was good in giving illustrations / scenario, which enable us to relate easily.
ONI Global Pte. Ltd. OSIM Headquarters Singapore
The topic is thought-provoking, and the trainer is very persuasive
ASSAB PACIFIC PTE LTD
The topic is very good. All categories of staff should be encouraged to attend. The course is interactive, clear and relevant too.
PUB Singapore
Appreciate the sharing of anecdotes to help grasping the theory in a one day short course.
Centre for Management Technology
Very interesting and fun trainer who shared a lot of personal experiences incorporating into the topics. Never a sleepy moment during the lesson!
Hoi Hup Realty Pte Ltd
Extremely informative and interesting. Everything is well organized. Trainer is excellent and knowledgeable.
Building and Construction Authority
"Context and examples given are very useful for our daily correspondence to customers. Very comprehensive notes. Relate to her experience that are very interesting."
Majlis Ugama Islam Singapura
The trainer interact with participants and has provided valuable assets on related field.
AXA Insurance Pte Ltd
Caroline is a good trainer as this is my second time attending her training on other courses. She explain clearly and confidently.
ARA Asset Management Limited
Tripartite Alliance Limited
Compliments to Caroline. A very energetic and vibrant facilitator. Thankful to her for providing us a very resourceful handouts.
Singapore University of Social
The content was well-covered. The trainer was good in giving illustrations / scenario, which enable us to relate easily.
ONI Global Pte. Ltd. OSIM Headquarters Singapore
The topic is thought-provoking, and the trainer is very persuasive
ASSAB PACIFIC PTE LTD
The topic is very good. All categories of staff should be encouraged to attend. The course is interactive, clear and relevant too.
PUB Singapore
Appreciate the sharing of anecdotes to help grasping the theory in a one day short course.
Centre for Management Technology
Very interesting and fun trainer who shared a lot of personal experiences incorporating into the topics. Never a sleepy moment during the lesson!
Hoi Hup Realty Pte Ltd
Extremely informative and interesting. Everything is well organized. Trainer is excellent and knowledgeable.
Building and Construction Authority
"Context and examples given are very useful for our daily correspondence to customers. Very comprehensive notes. Relate to her experience that are very interesting."
Majlis Ugama Islam Singapura
The trainer interact with participants and has provided valuable assets on related field.
AXA Insurance Pte Ltd
Caroline is a good trainer as this is my second time attending her training on other courses. She explain clearly and confidently.
ARA Asset Management Limited
Profile of Caroline Josephine Dawson
Caroline Josephine Dawson has more than 20 years of invaluable experience as an Editor of lifestyle and technical publications and 17 years teaching business management, environmental and soft-skills communication.
As a former journalist, Caroline’s professional work experience as a Corporate Trainer/Facilitator, Keynote Speaker and Learning & Development Consultant; has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication and management skills in the work force. As an ACTA certified WSQ trainer, She has also worked with the Workforce Development Agency of Singapore to develop training content for the Employability Skills System where she successfully attained industry approved competencies in conducting, planning and designing competency based assessments for communication workshops.
Her many opportunities in working with the public and private sectors around the world has enhanced her training experience. Participants of her training workshops attest to her motivational, instructional and highly experiential training methodology that have helped them in their workplace business management. Caroline has trained operational, supervisory and managerial staff from various organisations.
She holds a Master of Arts in Mass Communication from NTU (Singapore) and has attained the Diploma in Teaching English to Speakers of Other Languages (TESOL) certification through the London Teacher Training College and also teaches English as a foreign language. Caroline is also an MBTI®, DISC Accredited Administrator, Enneagram and Lumina Spark/Emotion practitioner and she has administered the tools to top level managers and supervisors on managing their leadership styles and team members. Caroline is now pursuing her Doctorate in Business Administration from the University of Teesside (UK).
