Introduction
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.

Course Objectives

• Adapt a fresh paradigm towards compliments and complaints
• Apply the principles of writing responses that are easily understood
• Reply to compliments and complaints using templates and guidelines given for both letters and email
• Build customer loyalty
• Create customer advocates

Target Audience
This course is designed for marketing, sales, public relations and customer service professionals. Secretaries and administrative staff are also encouraged to attend.