Handling Email Complaints (7 hrs)

Course Code: C-HECT-07

*Online Course*

In-Company Training

Business writing in a work context can be very different from the writing exercises taught in schools. When adults in the working world write office documents, they naturally draw on what they learnt in school as well as on precedent office correspondence. But much of the precedent writing tends to contain commercial and stilted language, and what was learnt in school is often contrary if not irrelevant to good business style.

This Handling Email Complaints online learning course 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 their ideas.

Participants will be able to:

  • 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

Business writing process

  • Old fashioned language versus modern business correspondence
  • Summary vs concise writing essentials
  • Approaches to writing – active and passive voice; direct, indirect and persuasive approaches
  • How to make the tone of writing work – positive, negative and neutral tones

Application tools

  • How to plan writing – using the 4-point plan in writing for e-mails and letters of complaint and enquiry
  • Reader analysis – customising your replies (complaints) to different / difficult customers
  • Avoiding “reply” templates and using phrases to reply to an aggrieved customer
  • How to compliment customers without over patronising them
  • Common errors made in customer correspondence using samples of existing office replies

Participants will learn through lectures, case studies, self-analysis / critique session, group discussion / brainstorming (Breakout Rooms in Zoom), learning from a partner (Breakout Rooms in Zoom), and virtual engagement (Kahoot, Pigeonhole, and Mentimeter).

This course is suitable for business professionals who want to master new and specific techniques that will help sharpen their writing skills.

Duration : 2 Half Days (3.5 hrs per half day) / 1 Full Day (7 hrs)
Time (Half Day Session) : 9:00am – 12:30pm
Time (Full Day Session) : 9:00am – 5:00pm

Course Fee : $180.00
Nett Fee Incl. 7% GST : $192.60

Contact us for more information.

Key Benefits

Participants will be able to:

  • 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
Course Contents

Business writing process

  • Old fashioned language versus modern business correspondence
  • Summary vs concise writing essentials
  • Approaches to writing – active and passive voice; direct, indirect and persuasive approaches
  • How to make the tone of writing work – positive, negative and neutral tones

Application tools

  • How to plan writing – using the 4-point plan in writing for e-mails and letters of complaint and enquiry
  • Reader analysis – customising your replies (complaints) to different / difficult customers
  • Avoiding “reply” templates and using phrases to reply to an aggrieved customer
  • How to compliment customers without over patronising them
  • Common errors made in customer correspondence using samples of existing office replies
Learning Methodology

Participants will learn through lectures, case studies, self-analysis / critique session, group discussion / brainstorming (Breakout Rooms in Zoom), learning from a partner (Breakout Rooms in Zoom), and virtual engagement (Kahoot, Pigeonhole, and Mentimeter).

Who Should Attend

This course is suitable for business professionals who want to master new and specific techniques that will help sharpen their writing skills.

Course Details

Duration : 2 Half Days (3.5 hrs per half day) / 1 Full Day (7 hrs)
Time (Half Day Session) : 9:00am – 12:30pm
Time (Full Day Session) : 9:00am – 5:00pm

Course Fee : $180.00
Nett Fee Incl. 7% GST : $192.60

Contact us for more information.