Course details
Most organisations received customers’ complaints at some point, even though their employees would strive to provide excellent customer service. How you respond to customers’ complaints can further strengthen or break your organisation’s reputation.
Join us to learn from ACES’ highly-experienced Business English Coach! You will learn simple but powerful techniques to craft written responses to customers’ complaints . And you will be able to do so with ease!
Course Outline
Customer Complaints and Company Image
- “We all need people who will give us feedback. That’s how we improve.” –Bill Gates
- The Two Approaches to Responses
- The Effective Format in Writing Responses
- Different Scenarios, Different Tone
Less is More
- Direct
- Indirect
- How to begin
- What to write
- How to end
- Saying sorry
- Giving bad news
- Refusing customers’ requests
- Managing resistance
- Common mistakes in long sentences
- What’s Next – Action Plan
Who Should Attend
ANYONE who interacts with external and internal customers.
Updated on 08 November, 2015Course Location
About Aces Learning Hub
ACES Learning is a training and education corporation providing training courses and training-related consultancy work.
ACES mission is to equip clients with strong interpersonal skills to enable them to succeed in their workplace.
ACES vision is to be the company of choice in interpersonal skills training and education globally.
ACES’ clients, i.e. participants, are the lifeblood of this company. We help our clients succeed in the global marketplace by exceeding their expectations and delivering value in everything we do.
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