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Seb Anthony

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Written Complaints Handling


Hi all,

This is my first post so go easy!

I have been asked by an internal customer to source some training for handling customer complaints that come in either via letter or email. Most of the training I can find is geared towards handling complaints in person or over the telephone, can anyone direct towards anything they've come across that is more geared towards the correspondence side of things?

Failing that, I could deliver something in-house...any advice on that?

Thanks in advance!!
Esther Rodgers

2 Responses

  1. Welcome Aboard!

    We’ve doen quite a bit of work in this area. People hired for their great verbal skills with customers are not always as capable on paper or in emails. We’ve seen some scary writing!

    There’s a few things to think about eg

    * Do you have a corporate style for writing – relaxed and friendly, professional yet approachable, polite and direct – there’s no single ‘right’ answer, but there’s a right one for you that fits with your brand.
    * How much templating can you do? Can you save time and potential disasters by having a set of templates which can be mixed and matched then built on with individual case details to make the job easier, or does every written communication need to be crafted individually?
    *Is everyone on the team willing and able to communicate in writing well even after training? Would it be wise to have create some ‘experts’ in the team who are good at writing either to draft everything, or to cast an eye over less confident colleagues writing before it goes out.

    If you’d like to have a chat about your situation, please do get in touch.


  2. Can offer some help
    Hi Esther, welcome to Training Zone, I hope you get some great responses from your first posting.

    I have done some work in the past with a client who wanted ti improve written responses to customers who wrote letters and emails to their correspondance team.

    The letters they received were a mix of questions and queries or complaints.

    I still have some of the materials and exercises from this course that I’m happy to send you, or can help with writing something more bespoke for you.

    The materials I have are focused on responding to and writing letters.

    Get in touch if you would like me to send these to you, or if you would like any further help.

    Revolution Learning and Development


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