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Letter Writing for Complaint Handling - PDF

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					Letter Writing for Complaint Handling
Managing written complaints
Workshop




In today’s world of communication, most complaints about service delivery are in the writ-
ten form; be it by email, text or “snail” mail. Frequently, normal human behaviour and psy-
chology prove to be barriers to managing these complaints in the most effective manner.
Far too often the service provider moves into justify, defend and attack strategy which
routinely results in the loss of a customer or the need to rebuild their trust. This workshop
is designed to provide participants with the skills to handle written complaints in an effec-
tive and understanding manner, so that the maximum customer retention rate is
achieved.

In this highly participative workshop you will learn the following using “real life workplace”
examples:
> How to manage the complaint letter reply process
> How to clarify why you are writing and who you are writing to
> How to write clearly so that the reader understands what you mean
> Why grammar is important and how to structure sentences and paragraphs for maxi-
mum impact plus identify some common spelling errors
> A basic understanding of the basic complaint types and what they mean to both the
writer and the reader.


Facilitator: Jack Ayerbe, MaST Australia
Time: 9am to 12.30pm (with registration from 8.30am). Early bookings recommended
Melbourne: Wednesday 14 October 2009 at 757 Bourke St, Docklands, VIC, 3008
Sydney: Wednesday 21 October 2009 at 56 Pitt Street, Sydney, NSW, 2000
Cost: Member – $250 Non member – $295
(please refer to our website for cancellation policies, multiple bookings and travel discounts)
To register online go to: www.socap.org.au and select the “Online Booking” menu,
then “Complaints Handling Workshops”

				
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Description: Letter Writing for Complaint Handling