Writing in Response to Complaints
Why is it important to respond effectively to negative feedback and complaints?
Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship.

Sometimes, customers may be unhappy when they perceive that a policy puts them at a disadvantage. Or the customer may be asking you to make an exception to a policy, which is beyond your authority to do.

In other situations, there may have been an actual service lapse or product flaw which has made the customer complain.

Customers are increasingly turning to social media to communicate with brands and organisations. The low-cost, convenient and public nature of social media platforms make them a convenient way for customers to register their concerns or displeasures. It also results in good or bad news being spread very quickly, and people are observing how you respond.

What do you gain from this one-day workshop?
In this practical workshop, you will learn a writing approach that is fair and balanced. It shows you how to empathise with the customer, and it also gives you a chance to explain your position clearly and tactfully.

You will learn to use words and phrases skillfully to convey your message in a positive way to build and maintain relationship.

Workshop Objectives
  1. Focus on your key purpose in responding to a customer's complaint.
  2. Adopt a balanced approach for crafting a positive and relationship-building reply to complaints.
  3. Write professionally and sincerely to show empathy, explain reasons and apologise.
  4. Recognise and avoid standard and tired words and phrases, because these project little feeling or sincerity.
  5. Be mindful about the tone in your writing, and use a suitable tone for the context.
  6. Avoid words and phrases that convey a negative tone.
  7. Emphasise the positive instead of negative in your writing.
  8. Explain clearly the actions you intend to take, or the actions that the reader must take, so that the reader knows what to expect.

Workshop Highlights
Receiving a Complaint
  • What makes people angry?
  • What makes people complain?
  • Common ways of responding to complaints
  • Looking beyond the surface reason for responding
  • Responding to feedback on social media

Managing the Complaint
  • Understanding the nature of conflict
  • Using a balanced approach in your writing
  • Examples of how the approach works in various situations
  • Applying the approach to a case study

Polishing Your Draft
  • Avoiding outdated language
  • Using words and phrases that build and maintain relationship
  • Making it personal instead of cold and business-like
  • Using an appropriate tone in your writing
  • Keeping it positive - even in negative situations

Trainer: Jolynn Chow

In-Class Training (OR) Virtual Training

Venue for In-Class: Rendezvous Hotel Singapore (or similar)


TIME: 9am to 5pm

FEE: S$480 (no GST payable)

Contact Us

(65) 9633 1104

Email Us

The programme has taught me how to refrain from using the negative tone when responding to complaints but try to give a personal touch and concern through writing. (Assistant Manager, Central Provident Fund Board)

I have learnt how to craft a reply in an effective and systematic way. The conflict concept will be helpful to my work. Excellent! (Manager, Singapore Polytechnic)

The programme offers a very structured approach in writing replies and responses to complaints. Jolynn is a very experienced facilitator who provides a great learning experience. Thank you! (Head, Academic Programmes Unit, Building & Construction Authority)

I learnt to always plan my writing and use words and phrases that maintain relationship. The concept and skills can be applied to daily writing apart from responding to customers. (Executive, SMRT Corporation)

Jolynn Chow is passionate and clearly competent in this subject. She made the learning interesting with lots of examples. Thanks for clarifying all our queries on grammar and writing style. (Participant from Institute of Mental Health)

The programme was concise and met my learning objectives very well. Jolynn was very engaging and provided excellent tips that will help me in writing effective responses to complaints. (Deputy Head, General Investigations, Ministry of Manpower)