20 FEB
17 APR
15 JUN
24 AUG
18 OCT
7 DEC

Public Workshops: Cantonese with English Workbook
In-house Workshops: 社內培訓可選用英語、粵語或普通話授課
Introduction
Responding to customers or colleagues who wrote complaint emails/letters can be a stressful and challenging task. Attend this workshop and learn how to write replies with skill and empathy to win back the respect and support of your customers or colleagues. Through exercises and examples from large corporations, you will learn the appropriate tone and structure to repair and even re-build the relationship in a professional and personal manner. Discover how to empathise with your customers or colleagues, which will make writing to them comfortable and even enjoyable.



What our Participants say:

"All topics covered are very useful and can be applied in the workplace. The class is very intensive; Jean is very nice and helpful. "

... Lo Yuen Tung, Angela,
Office of the Telecommunications Authority
Writing for Excellence in Customer Service

"Jean is very energetic, well experienced and full of passion. Really helps me to improve on my English writing. Thank you very much! The training is very good! It is very fruitful as it is full of examples and we learned from others as well."

... Connie Ng, The Kowloon Hotel
Writing for Excellence in Customer Service
Target

Anyone who wants to improve the effectiveness of his/her written response to feedback from customers or business associates is welcome to join us. You need to have an excellent command of the English language as we will not cover basic grammar or sentence structure


What You Will Cover
  1. The value of complaints
  2. Putting yourself in the customer's shoes – the 'why' and 'what' of complaints
  3. Working out what's wrong
  4. Planning your response
  5. The 3 P's of response letters
  6. Irritating words, style and letters to avoid
  7. Structuring your customer-focused writing
  8. Exercises: How do you response to
    · Valid suggestions – how to thank customers graciously
    · When we are at fault – how to damage control
    · When we are not at fault – how to explain misunderstanding
    · Unreasonable requests – how to manage expectations
    · Standard corporate template – how to personalise the message
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, Duty Free Shoppers, Hutchison, Motorola, Sime Darby and PricewaterhouseCoopers. In the course of her work, she has to deal with customers' complaints, both verbal and written. As a manager, she also has to write effectively to get business results as well as ensure that her staff portrays a professional image through their business writing. She has taught many participants from Air Macau, CLP Power, Citibank, Citic Ka Wah Bank, Employees Retraining Board, Environmental Protection Department, Estee Lauder, Fortress, Hong Kong Sports Development Board, ING Life Insurance, JF Funds, JP Morgan Chase, Johnson & Johnson, Kimberly-Clark, Lands Department, Office of the Telecommunications Authority, Privacy Commissioner's Office, Ricoh, Shell, Swire Coca-Cola, Sun Hung Kai Real Estate Agency, The Chinese University of Hong Kong, The Hong Kong Polytechnic University, The Kowloon Motor Bus and many other organisations. Jean is fluent in English, Mandarin and Cantonese.



WorldBridge Training Centre, 200 Lockhart Road, 13/F Tung Sun Commercial Centre (3 mins walk from Wanchai MTR)
9:00am to 5:00pm Lunch and
two teas included 		HK$2,199
per participant		 Discounted price of HK$1,999 per participant for enrolment one month before date of workshop or for groups of two or more