This highly practical and down to earth full-day workshop – designed for people handling complaints by people who’ve handled complaints – will look at the value of a great Final Response Letter. Often overlooked, a Final Response Letter is a significant event between you and your customer and can leave a lasting impression and even make or break your relationship.
In this workshop we look at what to do before even sitting down to write, getting the balance of evidence right, what you should and shouldn’t say, and how to say what you want to say in a way that works for you and your customer.
By the end of the day you will:
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Have a deeper understanding of what needs to be done before sitting down to compose a Final Response Letter - and why it’s worth the effort.
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Know what a great Final Response Letter looks and feels like – and how to write one.
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Know what to do to maximise the chance of resolving the complaint. Well.
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Learn when to negotiate and when not to.
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Find out how to best respond to repeat complainers.
