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Handling written complaints

Centre for Strategy and Communication Ltd


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£459 inc VAT (was £511)
Offer ends 31 December 2019
Study method
1 Day, Full-time
No formal qualification
Additional info
  • Tutor is available to students
  • Certificate of completion available and is included in the price

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Location & dates

Old Street
City Of London


This Handling written complaints course introduces the key skills of communicating clearly, concisely and confidently in writing – by letter, email and social media.

Participants will learn why people complain, and how to turn a complaint into a positive customer experience. They will understand how to prevent a complaint escalating by demonstrating empathy, and how to achieve a friendly, professional tone. They will also learn how to analyse, plan and structure an appropriate response.

This complaints handling course is packed with practical, insider tips and case studies from the customer service industry.

Want us to deliver this course at your organisation? Contact us for a bespoke quote.


The course will cover:

  • what creates a good customer experience
    • why customer service matters
    • how to turn a complaint into a good customer service experience
  • writing style and language
    • getting the right style and tone
    • how to write clearly and concisely
    • getting rid of jargon
    • the importance of layout and presentation
  • analysing a complaint
    • identifying different types of complaint and complainant
    • choosing and planning an appropriate response
  • responding by letter
    • conventions for greetings, sign-offs, layout and punctuation
    • structures for accepting or rejecting a complaint
    • demonstrating empathy and polite assertiveness
    • phrases to avoid
  • responding by email
    • the differences between letters and emails in layout, tone and style
    • the most common email pitfalls and how to avoid them
  • responding to social media complaints
    • trends in complaints on Facebook and Twitter
    • guidelines for handling complaints on social media
  • checking your work
    • the importance of accuracy
    • tools and techniques for editing and proofreading

This course takes place at the Centre's Central London training suite with easy access to tube and mainline rail stations.

Who is this course for?

Our Handling written complaints course is suitable for learners with a range of experience – from novices to experienced customer service employees looking to refresh their skills.
It is a highly practical and interactive course with plenty of opportunity for delegates to practise their new skills.

The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

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