Course Details

Course Title: Administrative: Response to Complaints

Course Language: English

Qualification Required: All Level are welcome

Mode-Of-Training: Classroom

Duration: 9am - 6pm (Lunch break 1hr)

Job Level: All Level are welcome

Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship.

Customers may be unhappy when they perceive that a policy puts them at a disadvantage. Or the customer may be asking you to make an exception to a policy, which is beyond your authority to do.

In other situations, there may have been an actual service lapse or product flaw which has made the customer complain.

Customers are often frustrated by perceived insincere responses to their complaints. They feel that writers regurgitate cliched words and phrases that give them an escape clause without dealing with the real issues.

Course Objective

  • Focus on your key purpose in responding to a customer's complaint.
  • Adopt a balanced approach for crafting a positive and relationship-building reply to complaints.
  • Write professionally and sincerely to show empathy, explain reasons and apologise.
  • Recognise and avoid standard and tired words and phrases, because these project little feeling or sincerity.
  • Be mindful about the tone in your writing, and use a suitable tone for the context.
  • Avoid words and phrases that convey a negative tone.
  • Emphasise the positive instead of negative in your writing.
  • Explain clearly the actions you intend to take, or the actions that the reader must take, so that the reader knows what to expect.

Course Content

Receiving a Complaint

  • The common ways of responding to complaints
  • Why are you writing back to the customer?
  • The root of the problem – looking beyond the surface reason for responding
  • Providing a solution or mending the relationship - what's the difference?

Managing the Complaint

  • Understanding the nature of conflict
  • Using a balanced approach for handling conflict in writing
  • Examples of how the approach works in various situations
  • Application - applying the approach to a case study

Polishing your Draft

  • Using words and phrases that build and maintain relationship
  • Making it personal instead of cold and business-like
  • Using an appropriate tone in your writing
  • Being mindful of sensitivities
  • Keeping it positive - even in negative situations

Course Information

  • Course Fee: SGD$450.00
  • Categories: Administration
  • Instructor: -
  • Session (Days): 1
  • Duration (Hours): 8hrs
  • Course Medium: English
  • Level: All Level
  • Course Date: 29 June 2018

SkillFuture Reference: CRS-N-0035580

This course is full day, starting at 9am until 6pm. The cost is inclusive of all materials, refreshments and snacks. Course date/venue subject to change if warranted by circumstances.

How to Register

  1. E-mail: Send us an email at ; Include your Name, Contact Number and Title of couse you wish to register. We will contact you with further details and confirmation on registering.
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    Example of SMS Format: "Mr John Lim" "email address" "Title of course"
  3. Call: Call us at +65 8265 5000 and discuss your interest with our Admin Officer