How to Reply to Customers’ Complaints Effectively
09.00 – 09.10 hrs. - Opening / Introduction of Course & Instructor
09.10 – 10.30 hrs. - Strategy behind this type of writing
- Examples of ineffective replies to customers’complaints
- Exercises: Identifying why those replies are ineffective (individual work)
10.30 – 10.45 hrs. Coffee Break
10.45 – 12.00 hrs. - How to write replies to customers’ complaints
- Examples of effective replies to customers ‘complaints
12.00 – 13.00 hrs. Lunch Break
13.00 – 14.30 hrs. - Exercises: Changing the ineffective replies to effective ones (group work)
- Critique on written exercises
14.30 – 14.45 hrs. Coffee Break
14.45 – 16.15 hrs. - Exercises: Writing real business cases (group work)
- Critiques on written exercises
16.15 – 16.30 hrs. - Conclusion / Question & Answer
- Closing