Writing in Response to Complaints & Feedback

Complaints and feedback are commonplace in any client-facing sector/service provider. Coupled with the age of mobile devices, internet connectivity, and social media, undoubtedly, every company will receive any increasing number of complaints and feedback. The ability to handle such complaints and feedback adeptly directly affects your centre’s reputation and overall profits in the long-run.

In this workshop, you will learn to analyse your customers’ intent when they make a complaint or provide feedback. Then, you will learn how to tailor your responses to achieve the customers’ desired effect. Learn a three-step email writing process to plan, write, and edit your email to achieve your desired outcome.

You will learn effective writing skills including:
1. Master tone (how to achieve a warm and empathetic tone)
2. Use effective language (positive, personal and readable)
3. Achieve easy readability (use parallel structure, short sentences, bullet points)
4. Learn how to use ChatGPT to edit your email to ensure grammatical accuracy and conciseness
5. Know the appropriateness of using emojis, punctuation, and italics

You will also learn about your psychological reactions in a stressful/difficult situation, and master methodical steps that you can take to train your mind to produce a logical response in such situations that may happen face-to-face.

Scenario-based learning will be employed for you to practise these newly-acquired written and verbal response methods in this workshop.

After the workshop, you will be able to:

• Respond to written complaints/feedback in an empathetic and goal-oriented manner
• Use various effective techniques to handle written or face-to-face complaints and feedback
• Use ChatGPT and Copilot to increase your productivity at work
• Gain an understanding of how your brain works in difficult situations and learn some techniques for mastering your mind to achieve your goals

Outline

• Understanding the nature of complaints and feedback received by participants

• Understanding the psyche of people who complaint or provide feedback
  
  • Why do they do it?
  • What do they want to achieve

• Use our understanding of the psyche to understand our goal in communication:
  • What should you provide to the people to achieve your goal?
  • What are your goals

• Learn about the three-step email writing process

• Learn effective writing skills

• Practice writing an email based on a given scenario

• Learn to use ChatGPT to edit your email
  • Introduction to ChatGPT
  • Setting up an account
  • Using prompts in ChatGPT for editing your email

• Another scenario-based writing practice and editing session

• Learn techniques to master your mind when receiving face-to-face complaints/feedback so that you can respond adeptly

• Discuss the use of emoji, punctuation and italics

Type	Early bird	Normal	Members (Join/renew here)
Fee (S$) excl. of GST	390.00	420.00	360.00
Fee (S$)*	425.10	457.80	392.40
50% UTAP disbursement amount (if eligible)
For ≤ 39 years old	Total Nett Fee Paid x 50% (capped at $250)**
For ≥ 40 years old	Total Nett Fee Paid x 50% (capped at $500)**
*9% GST is based on full course fee
**NTUC Starter Members capped at $200

Grants (if applicable)

• Union Training Assistance Programme (UTAP):

  NTUC members enjoy 50% unfunded* course fee support for up to $250 per year when you sign up for courses supported under UTAP. NTUC Members aged 40 and above can enjoy higher funding support at up to $500 per year for courses attended between 1 July 2020 to 31 December 2025. NTUC Starter members can enjoy funding support at up to $200 per year. For more information on how to submit UTAP claims, click here.

  *Unfunded course fee refers to the balance course fee payable after applicable government subsidies. This excludes material fees, registration fees, misc. fees etc.