Winning Replies! (Effective Written Response to Build Customer Loyalty) (14 hrs)

Course Code: C-WINR-06

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

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

Compliments and complaints – a paradigm shift

  • Understand the meaning of customer and service
  • Know the positive outcomes from customers’ compliments and complaints
  • Adopt a fresh paradigm towards complaints and compliments

Constructions – building blocks of winning replies

  • Conversational style
  • Relationship building
  • In the moment
  • Short and simple
  • Positive impact

Contents of winning replies

  • Focus on the results
  • Respond to compliments – acknowledge, affirm, commit, extend
  • Respond to complaints – apologise, empathise, reassure

Correctness of winning replies

  • Guidelines and templates for letters and emails
  • Etiquette and best practice

Participants will undergo experiential learning through group activities, discussions, presentations, application exercises, and learn-apply-learn through role plays. Participants should be able to apply what they have learnt as soon as they return to work.

This course is suitable for professionals in the field of marketing, sales, public relations, customer service, and administration.

Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Key Benefits
  • Adopt a fresh paradigm towards compliments and complaints
  • Apply the principles of writing responses that are easily understood
  • Reply to compliments and complaints effectively using templates and guidelines given for both letters and emails
  • Build customer loyalty
  • Create customer advocates
Course Contents

Compliments and complaints – a paradigm shift

  • Understand the meaning of customer and service
  • Know the positive outcomes from customers’ compliments and complaints
  • Adopt a fresh paradigm towards complaints and compliments

Constructions – building blocks of winning replies

  • Conversational style
  • Relationship building
  • In the moment
  • Short and simple
  • Positive impact

Contents of winning replies

  • Focus on the results
  • Respond to compliments – acknowledge, affirm, commit, extend
  • Respond to complaints – apologise, empathise, reassure

Correctness of winning replies

  • Guidelines and templates for letters and emails
  • Etiquette and best practice
Learning Methodology

Participants will undergo experiential learning through group activities, discussions, presentations, application exercises, and learn-apply-learn through role plays. Participants should be able to apply what they have learnt as soon as they return to work.

Who Should Attend

This course is suitable for professionals in the field of marketing, sales, public relations, customer service, and administration.

Course Details

Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Course Application

Details Registration
March 9, 2020 - March 10, 2020 (9:00 am - 5:00 pm) Not Available
June 15, 2020 - June 16, 2020 (9:00 am - 5:00 pm) Register Now
September 7, 2020 - September 8, 2020 (9:00 am - 5:00 pm) Register Now