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Short Workshop | In-House | Max. 20 Participants
Workshop Outcomes:
- 2 CPD Points
- Confidence to communicate in writing with angry or upset people
- Learn how to deliver bad news while maintaining good customer relationships
- Discover techniques to construct letters in response to customer complaints
Topics Covered
- Customer communications
- Customer complaint handling
- Customer letter writing
- Business writing
Location:
Workshop:
Injecting Empathy into your Customer Communications
Overview
Are you writing to angry, hurt or stressed-out customers? What you write has the power to either improve the relationship, or inflame it. This 2-hour interactive seminar will help you get it right.
While that’s a task most people would rather avoid, doing delivering bad news in a thoughtful way can be the difference between an adversarial relationship with your customers and continued loyalty. A well-crafted response to a complaint can also prevent you and your brand receiving potentially damaging social media coverage.
This workshop focuses on:
• How to be appropriately empathetic in your communications
• What words and phrases to avoid
• How to construct your letters so essential information is easily absorbed.
NOTE: It’s essential to provide a copy of customer complaint letters, templates or emails from your organisation prior to attending the workshop. The facilitator uses examples from actual letters to make the seminar more meaningful.
Workshop Outcomes
- 2 CPD Points
- Confidence to communicate in writing with angry or upset people
- Learn how to deliver bad news while maintaining good customer relationships
- Discover techniques to construct letters in response to customer complaints
Topics Covered
- Customer communications
- Customer complaint handling
- Customer letter writing
- Business writing
Who is this workshop for
People working in a customer complaints or customer service teams. It's ideal for anyone who has to communicate to angry customers, deliver bad news, or manage a long-term relationship.
Handouts/materials provided
Handout showing words/phrases to avoid and good substitutions to use instead.
A copy of the slide deck will be provided as a .pdf after the workshop is completed.
What to bring
A willingness to learn how to communicate differently with your customers.
Facilitator
Sarah Mitchell develops and implements content marketing strategies for organisations all over the world. She loves helping businesses convert their content initiatives into long-term business assets. When she’s not immersed in strategy or consulting, Sarah conducts messaging and writing workshops to make the world a better place for readers everywhere. To help with this effort, she launched global research into writing effectiveness – The State of Writing 2020 is the inaugural report.
Sarah’s writing has been published in five countries and received numerous awards, including the #1 spot on 20 of the Best Australian Business Blogs (January 2014) at SmartCompany. Search Engine Journal named Sarah’s Global Copywriting blog one of the best marketing blogs in Australia. Brand Newsroom, the podcast she co-hosted with James Lush and Nic Hayes, was shortlisted as a finalist for Best Podcast in the 2015 Content Marketing Awards in the USA. She was the managing editor of Traction News when it won a 2016 Content Marketing Award (USA) for best Transportation Publication in a highly competitive category and was shortlisted for Project of the Year.
Sarah sits on the judging panel for the international Content Marketing Awards and speaks regularly at Content Marketing World in the USA. She is the Australian editor of Chief Content Officer Magazine and a regular contributor to the Content Marketing Institute. In addition to a four-year run on the Brand Newsroom podcast, she’s also the co-host of the Marketing Breakout podcast.
Sarah’s career started in technology where she spent 15 years in software development before moving into leading business development teams. This experience, more than any other, informed her attitude towards the importance of results-based marketing activities.
Sarah is a member of Australian Institute of Company Directors (AICD) and the International Association of Business Communicators (IABC).
About the facilitator
Sarah Mitchell develops and implements content marketing strategies for organisations all over the world. She loves helping businesses convert their content initiatives into long-term business assets. When she’s not immersed in strategy or consulting, Sarah conducts messaging and writing workshops to make the world a better place for readers everywhere. To help with this effort, she launched global research into writing effectiveness – The State of Writing 2020 is the inaugural report.
Sarah’s writing has been published in five countries and received numerous awards, including the #1 spot on 20 of the Best Australian Business Blogs (January 2014) at SmartCompany. Search Engine Journal named Sarah’s Global Copywriting blog one of the best marketing blogs in Australia. Brand Newsroom, the podcast she co-hosted with James Lush and Nic Hayes, was shortlisted as a finalist for Best Podcast in the 2015 Content Marketing Awards in the USA. She was the managing editor of Traction News when it won a 2016 Content Marketing Award (USA) for best Transportation Publication in a highly competitive category and was shortlisted for Project of the Year.
Sarah sits on the judging panel for the international Content Marketing Awards and speaks regularly at Content Marketing World in the USA. She is the Australian editor of Chief Content Officer Magazine and a regular contributor to the Content Marketing Institute. In addition to a four-year run on the Brand Newsroom podcast, she’s also the co-host of the Marketing Breakout podcast.
Sarah’s career started in technology where she spent 15 years in software development before moving into leading business development teams. This experience, more than any other, informed her attitude towards the importance of results-based marketing activities.
Sarah is a member of Australian Institute of Company Directors (AICD) and the International Association of Business Communicators (IABC).
Key Expertise
- Business Writing
- Copywriting
- Communications
- Content Marketing
- Editing
- Key Messaging
- Content Marketing Strategy
- Writing Effectiveness
Industry Focus
- Technology
- Healthcare
- Aged Care
- Higher Education
- Professional Services
- Mining and Resources
- Recruitment
- Transportation
Based in:
Specialist Categories
- Business Writing
About the facilitator
Sarah Mitchell develops and implements content marketing strategies for organisations all over the world. She loves helping businesses convert their content initiatives into long-term business assets. When she’s not immersed in strategy or consulting, Sarah conducts messaging and writing workshops to make the world a better place for readers everywhere. To help with this effort, she launched global research into writing effectiveness – The State of Writing 2020 is the inaugural report.
Sarah’s writing has been published in five countries and received numerous awards, including the #1 spot on 20 of the Best Australian Business Blogs (January 2014) at SmartCompany. Search Engine Journal named Sarah’s Global Copywriting blog one of the best marketing blogs in Australia. Brand Newsroom, the podcast she co-hosted with James Lush and Nic Hayes, was shortlisted as a finalist for Best Podcast in the 2015 Content Marketing Awards in the USA. She was the managing editor of Traction News when it won a 2016 Content Marketing Award (USA) for best Transportation Publication in a highly competitive category and was shortlisted for Project of the Year.
Sarah sits on the judging panel for the international Content Marketing Awards and speaks regularly at Content Marketing World in the USA. She is the Australian editor of Chief Content Officer Magazine and a regular contributor to the Content Marketing Institute. In addition to a four-year run on the Brand Newsroom podcast, she’s also the co-host of the Marketing Breakout podcast.
Sarah’s career started in technology where she spent 15 years in software development before moving into leading business development teams. This experience, more than any other, informed her attitude towards the importance of results-based marketing activities.
Sarah is a member of Australian Institute of Company Directors (AICD) and the International Association of Business Communicators (IABC).
Key Expertise
- Business Writing
- Copywriting
- Communications
- Content Marketing
- Editing
- Key Messaging
- Content Marketing Strategy
- Writing Effectiveness
Industry Focus
- Technology
- Healthcare
- Aged Care
- Higher Education
- Professional Services
- Mining and Resources
- Recruitment
- Transportation
Based in:
Specialist Categories
- Business Writing
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