This workshop is designed for customer relationship officers, public relations officers and anyone who needs to respond in writing to customers' compliments and complaints.

The programme will provide participants with guidelines to write winning effective letters and emails. Participants will also walk away with templates for responding to compliments and complaints to win over the customers!

Interactive learning through a series of discussions, exercises and practices will ensure that participants have grasped the different aspects of writing replies. Real-life work examples brought to the class will enable participants to apply the knowledge gained in 2 days, by writing replies to a compliment and /or complaint that is work-related.