Respond to customer complaints

Objective(s) : Write effective, adapted, structured writing in an appropriate tone.
Audience : Customer service professionals wishing to improve their written responses to complaints.
Prerequisites : None.
Duration : 3 days (20 h) or 10 x 2 h
Type : Face-to-face or live video

Individual : 1540 €
Intra group : 3080 € (regardless of the number of people)

Prepare a writing

Achieve your objective: re-establish good relationships (target, dispose, appease, adapt, interest)
Clarify : get to the point
Respect the codes specific to processing a complaint
Structuring your writing


Choose a suitable introduction and an introductory formula
Recall the facts, be precise, rigorous, respect the chronology
Soften the tone
Use appropriate vocabulary
Edit standard letters
Conclude effectively, choose a conclusion formula

To present

Take care of your layout
Avoid spelling pitfalls
Write in a fluid style