Writing for Excellence in Customer Service (1 day)

Writing for Excellence in Customer Service (1 day)


Public Workshops: Cantonese with English Workbook
In-house Workshops: 社內培訓可選用英語, 粵語普通話授課

Introduction

Learn how to write persuasive replies to complaints or resolve conflicts through letters, emails or social media. Build skills through practical exercises that are illustrated with real replies from world renowned corporations. Boost your vocabulary with the appropriate words, tone and structure to retain corporate goodwill in a professional and personalised manner. You are requested to submit writing samples for individualised feedback from the facilitator

What our Participants say:

"Ms Jean is an expert in managing customer experience; especially on answering customer's concerns and complaints. And she can provide suggestions that the frontline staff can use in real situations"

... Tason Chow, AIA International Limited
"Managing Customer Experience through Correspondence" for AIA

"Provide a clear agenda and a quick and effective way to solve customer's enquiries. Useful suggestions that customer service colleagues can apply in real situations"

... Justine Ma, HKMC Insurance Ltd
Writing for Excellence in Customer Service

"導師能掌握公司的文化和背景,令學員易於明白,適用於日常運作,獲益良多。"

... Participant
"Writing for Excellence in Customer Service" Workshop for DFS Group

Target

Staff in customer service, account servicing, business development, sales, sales support, marketing, IT support or anyone who needs to respond to written complaints or disputes. Also for supervisors and managers who want to guide their team members to provide service excellence

What You Will Cover
  1. Opportunities in Feedback
    • The value of repeat business
    • ‘Why’ and ‘what’ of complaints
    • Doing things differently
  2. The Art of Persuasion
    • Language of solution
    • Strategies to resolve conflict
    • First contact resolution
    • Iceberg of Conflict
  3. Structure of a Reply
    • Giving specific response to feedback
    • Handling unreasonable requests
  4. Thomas Kilman Conflict Management Model
    • Defend company policy
    • Explain special exceptions
    • Communicate bad news
    • Customise templates
    • Respond to social media feedback
About the Facilitator

Jean has more than 20 years of successful careers with multi-national companies in customer service, media handling, auditing, business development and general management.  She has worked with CompuServe.com, Duty Free Shoppers, Hutchison, Motorola, PricewaterhouseCoopers and Sime Darby.  Since 2002, she has taught many participants from British American Tobacco, CFA Institute, Christie's, Citibank, CLP Power, Dairy Farm Group, DHL Global Forwarding, Estee Lauder, Fairwood, Fortress, Gay Giano, GlaxoSmithKline, Gucci Group, Hallmark Cards, Hitachi, HK Exchanges & Clearing, Hong Kong Government (Customs and Excise, Electrical & Mechanical Services, Environmental Protection, Equal Opportunities Commission, Government Logistics, Hong Kong Monetary Authority, Mandatory Provident Fund Schemes Authority, Hong Kong Tourism Board, Lands, Office of the Communications Authority, Office of the Chief Information Officer, Urban Renewal Authority, etc), Hongkong Land, HSBC Global Asset Management, Hugo Boss, IDS, Invesco, Japan Tobacco, Jardine Restaurant Group, Johnson & Johnson, JPMorgan Chase Bank, JW Marriott Hotel, Kimberly-Clark, Knight Frank, Lloyds TSB, LVMH Perfumes & Cosmetics, Madame Tussaud's, McDonald's, Pepsico, Philips, Ricoh, The Kowloon Hotel, Shangri-La International Hotel Management, Shell, Swire Coca-Cola, The Walt Disney Company, Venetian Macau and many other organisations to write more effectively.

WorldBridge Training Centre, 160 Lockhart Road, 1902 Yue Xiu Building (1 min walk from Wanchai MTR A1 Exit)
9:00am to 5:00pm
Complimentary lunch and refreshments
HK$2,500 per participant. Discounted price of HK$2,280 per participant for enrolment one month before date of workshop or for groups of two or more