Master the techniques of responding to customer requests and complaints via email or online. Learn the techniques of sounding professional, courteous and sincere to ensure your responses provide the help that customers need. All customer contact personnel can apply these techniques to sound helpful and build templates of best responses.

Outline

1. Handling clarifications, complaints, and feedback from clients and customers in writing.

2. Responding correctly in key service situations when customers and clients:
• Complain about difficulty in getting through
• Complain about slow service turnaround time and delays
• Complain about lack of service or product knowledge
• Dispute pricing and costing
• Complain about unsatisfactory service and
• Show interest in your range of services

3. Writing effective apologies and customer service emails

4. Apologizing tactfully using our '4R' approach when writing

5. Processing requests and following up in writing

6. Explaining and justifying company policies convincingly

7. Samples of writing in response to complaints for public and private sector

8. Writing practice and feedback on how to improve current templates

9. Closing the service encounter on a high

Who should attend

All levels of customer interface, service, counter, contact centre, call center personnel, QSM Managers, user experience staff, Customer Service and Sales personnel.

Methodology

Practical tips, techniques and pointers, "hands on" practical service tips, visually-stimulating sessions, group discussions, checklists, and guided writing practice sessions.

Testimonial

- The materials provided really helped.

- Trainer provided examples of emails, which helped me to identify and was able to resolve issues.

- Learnt the various options to reply to the complaints

- Learnt how to reply tactfully to complaints

- Mdm Sandra is very cheerful and humorous, making the training very enjoyable.

SANDRA SANDU's Profile

SANDRA SANDU FCMC, MEd

“Brilliant, engaging, practical trainer with wealth of global experience.” IBM

Sandra Sandu is an inspiring and passionate global trainer with a 29-year track record in training employees of corporations across twenty-five countries in the Asia Pacific.

More than half a million employees from leading multi-national corporations in government and government sector have benefited from her training.

Sandra has several prestigious qualifications from leading professional institutions
1. Master’s Degree in Education distinction, MEd (Training and Development) Sheffield University UK
2. Advanced Full Certificate in Training and Development ACTA all 6 modules at Institute of Adult Learning
3. Postgraduate Diploma in Applied Linguistics Regional Language Centre (RELC)
4. Specialist in English for Specific Purposes (ESP)
5. Diploma in Speech and Drama Trinity College London, UK
6. Certified Management Consultant, CMC since 1993
7. Fellow Institute of Management Consultants, (FCMC) since 2002
8. Certified Trainer, Tony Buzan Mind Mapping and Thinking
9. Certified Trainer, American Management Association
10.Certified Trainer, Multiple Intelligences Mind Resources
11.Coach, Business Thinking Systems Sydney
12.Completed Strategic HR at INSEAD School of Business, Singapore
13.Listed in International Directory of Professionals since 1997.
14.Author of "Getting Ahead In Your Career" Guidebook.

“Sandra’s sessions are always highly interactive and engaging with lots of hands on experience and positive outcomes.”

“Sandra listens, analysed our needs and delivers what we need. Our participants benefited immensely”.

“Sandra has conducted several workshops for us for our heads of department and engineers. Feedback is always rated excellent.”