Customer Service & Complaint Handling via Email

"Improve communications with customers & resolve complaints using email"

Overall Aim:

The aim of the workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers using electronic mail, especially when dealing with complaints.  Participants will learn to respond to and deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; ensuring customer satisfaction.

Who Should Attend:

A practical and interactive one day programme, the course is designed for staff, who communicate with customers daily using electronic mail – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others. 


After completing the workshop, each participant will be able to:

  • Manage email as an effective communications tool to ensure customer satisfaction
  • Adjust your mind-set and avert complacency - look at things through the eyes of the customer
  • Identify what customers want and exceed expectations at each stage of the service cycle
  • Put customers at ease, portray the right attitude, build trust and create empathy through email
  • Create relevant and well structured emails applying the right language, style and approach
  • Apply proper email etiquette and follow company email policies
  • Keep promises, keep customers informed, meet expectations & respond quickly & effectively
  • Encourage customer feedback and make it easy for customers to complain
  • Avoid defensive behaviour and trigger words that irate customers
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Apply adaptable skills to deal with difficult situations confidently
  • Deal with criticism, remain calm & respond courteously to defuse the situation even under pressure
  • Resolve customer issues and turn complaints into opportunities
  • Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Workshop Content:

  • Manage email as an effective communications tool to ensure satisfaction
  • Know your audience, understand their needs, pre-empt questions to meet expectations
  • Write clear and persuasive emails to instil confidence and influence customers
  • Apply the right style, tone and language to email communication
  • Good protocol for responding to emails - manage flames, anger and quick responses
  • A complaint is a gift – the opportunity to create a positive outcome
  • Encourage and motivate feedback and complaints from customers to improve business
  • Measure the severity of complaints to provide the appropriate response required
  • Distinguish between what you can control and what you can influence for a positive outcome
  • Deal with the 3 types of human behaviour – assertive, aggressive and submissive
  • Work under pressure to defuse the situation – deal with criticism, remain calm & show empathy
  • Manage different types of customers and difficult situations positively
  • Maintain confidentiality when forwarding or copying emails, or sending attachments
  • Follow up all email queries to resolve complaints in personalised way
  • Excel in service recovery management – manage complaints and create new opportunities

Training method:

The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual/group needs.  Each learner receives a workshop manual.  A second follow up mentoring day can be provided where participants work in a live environment.

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