Vous avez déjà un compte client ORSYS
Se connecter
Vous êtes nouveau chez ORSYS
Créer un compte
Vous ne souhaitez pas créer de compte
Poursuivre sans me connecter

Course : Handling customer complaints by email

Goal: Efficiency and customer satisfaction

Handling customer complaints by email

Goal: Efficiency and customer satisfaction



Responding to an unhappy customer by email is an opportunity for the company to demonstrate its professionalism and its ability to maintain the trusted relationship with the customer. This training will enable you to quickly and efficiently handle your internal or external customers' complaints by email.


INTER
IN-HOUSE
CUSTOM

Practical course in person or remote class

Ref. RCL
  1d - 7h00
Price : Contact us

Download in PDF format

Share this course by email




Responding to an unhappy customer by email is an opportunity for the company to demonstrate its professionalism and its ability to maintain the trusted relationship with the customer. This training will enable you to quickly and efficiently handle your internal or external customers' complaints by email.


Teaching objectives
At the end of the training, the participant will be able to:
Identify the meaning of the customer's complaint
Structure a clear, concise and positive response
Energize your style
Use a register to generate customer satisfaction

Intended audience
Anyone who has to manage customer relations by email.

Prerequisites
Initial experience in customer relations desirable.

Practical details
Hands-on work
Writing and rewriting workshops. Sharing practices, group compositions, intensive training.
Teaching methods
Active and participatory instructional methods. Alternating theory/practice as applied to the context and experiences of the participants.

Course schedule

1
Understanding the customer's complaint

  • Decode the customer's complaint: Put yourself "in the shoes" of the dissatisfied customer.
  • Tell apart expectations and needs: Analyze the substance of the complaint.
  • Define the components of an efficient writing process that generates customer satisfaction.
Hands-on work
The "I, customer" game. Analyze different types of complaints. Identify expectations and needs. Formalize the components of effective writing in the form of a mind map.

2
Build the response to the complaint to aim for efficiency

  • Rethink your strategy for responding to customer complaints.
  • Structure your response methodically: rebound, accompany, conclude.
  • Expressing empathy: Rephrasing the complaint and reassuring the customer that their request has been understood.
  • Provide a solution to the complaint and advise the customer of the next step.
  • Conclude the email positively.
  • Ask yourself the key questions before sending your email.
Hands-on work
Workshop on writing emails based on the examples analyzed in the first sequence: Structuring the response, rephrasing the complaint, proposing a solution. Group debriefing.

3
Revitalizing your style to enhance your brand's image

  • Learn to write in short format.
  • Add positivity to your style: Use words that create customer satisfaction.
  • Be more impactful in your response: Write clearly, precisely and factually.
  • Personalize your response.
  • Work on the form of your email to make it more readable.
Hands-on work
Intensive workshop of rewriting exercises: Polishing unpleasant words, writing dynamically, reworking syntax.

4
Expanding your vocabulary to express your empathy

  • Translate technical jargon and make it understandable.
  • Use words of empathy.
  • Use words of reassurance.
Exercise
Creativity game: Vary and expand your wording. Build a personal library of appropriate phrases.


Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class