Written Communication for Complaint Handling - Melbourne 08 June 2018

Melbourne, VIC
Friday, 8 June 2018

Written Communication for Complaint Handling - Melbourne 08 June 2018
Friday, 8 June 2018 9:00 AM - 5:00 PM (Canberra, Melbourne, Sydney Time)

500 Collins St
Melbourne, VIC 3000

Map and Directions

Written Communication for Complaint Handling

Highly effective written complaint handling for letter and email

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.

Too often we either expect that people will automatically be able to write letters in response, or we provide legal sounding template letters for staff to follow.  This workshop will teach attendees to think for themselves and empower them to write complaint response letters that help, not hinder.

The workshop program includes:

  • Principles of effective written communication
  • Learn the how and when to write
  • Defining the letter: its purpose and message
  • Understanding the audience, the recipient and using appropriate language
  • Structuring the content of the letter
  • Writing etiquette: personalisation vs. precedent letters and scripts
  • Communicating bad news
  • Explaining complex matters
  • Reframing negative communications
  • Writing an apology, and
  • Common problems with written correspondence in complaint handling
Your expert facilitator:  Nicole Cullen, Cullaborate, has a strong interest in early and effective complaints handling and communication based on many years of professional experience resolving escalated complaints   Nicole is a highly experienced trainer and facilitator of complaints handling workshops including clear communication training.

3 or more from the one company $627pp
Members (& staff of members) $697pp
Non Member $808pp

If this is relevant for your staff or colleagues, please click on the "Tell a Friend" link below the register button above right.


Contact Information

  • Michaela Edwards
    Membership Officer
    SOCAP Australia
    Phone: 02 8095 6426
    Email: socap@socap.org.au

Payment Instructions

  • All prices include GST
    SOCAP Australia accepts the following payment methods:
    Purchase Order
    EFT Payment Details:
    SOCAP Australia
    BSB: 033-157
    Account: 175184
    Please make cheques payable to:
    SOCAP Australia
    Suite 203B
    757 Bourke Street
    Docklands VIC 3008
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