Written Communication for Complaint Handling - Brisbane 18 July 2019

Brisbane City, QLD(AUS)
Thursday, 18 July 2019

Written Communication for Complaint Handling - Brisbane 18 July 2019

Thursday, 18 July 2019 9:00 AM - 4:30 PM (Brisbane Time)

300 Adelaide St
Brisbane City, QLD(AUS) 4000

Michaela Edwards
Membership Officer
SOCAP Australia
Phone: 02 8095 6426
Email: socap@socap.org.au
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  1. You must register a group of 3 or more.
  2. You can also register a group. Learn More
    You will have the opportunity to add additional group members later in the registration process. If there are fees associated with this event, the total fees for all registrants in the group will be charged to the first person in the group. If members of the group are paying individually (for example, with different credit cards), you must create separate registrations for each.


Highly ​effective ​written ​responses ​to ​complaints ​received ​by ​letter ​and ​email ​will ​reduce ​complaint ​escalation ​and ​ultimately ​cut ​the ​cost ​of ​complaints. ​Thoughtfully ​crafted ​communications ​can ​potentially ​turn ​negative ​experiences ​into ​positive ​experiences ​and ​help ​to ​retain ​the ​customer ​and ​enhance ​the ​brand.

This ​workshop ​examines ​the ​theory ​and ​practice ​of ​effective ​written ​communications ​(both ​by ​letter ​and ​by ​e-mail) ​in ​complaint ​handling. ​Written ​communications ​can ​be ​effective ​and ​helpful, ​or ​they ​can ​obscure ​meaning ​and ​antagonise. ​They ​can ​encourage ​dialogue ​and ​resolution ​or ​promote ​ongoing ​hostility ​and ​even ​litigation. ​They ​can ​speed ​up ​complaint ​handling ​or ​lead ​to ​protracted ​and ​unproductive ​paper ​wars. ​Poor ​communications ​can ​erode ​customer ​confidence ​in ​your ​organisation ​which ​is ​why ​good ​written ​communication ​is ​a ​critical ​part ​of ​complaint ​handling.
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