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How to Reply to Customers Complaints Effectively
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 Instructor:

Ms. Suthasinee Kriengsakpichit 

Managing Director, Trio Communications Co., Ltd.


          
Ms. Suthasinee Kriengsakpichit is Managing Director of Trio Communications Co.,Ltd. Which provides training and translation services to both local and international clients.

          After returning from the United states of America as an exchange student under the American Field Service Program (AFS), Ms.Back studied at the Faculty of Arts, Chulalongkorn University, and received her bachelor’s degree in English with first class honor. Two years later, she went to continue her studies at Southern Illinois University, U.S.A., and received her master’s degree in Business Education.

          Ms. Back’s extensive experience includes both educational and communications fields.

In the educational field, she was Chairwoman of the Secretarial Science Department atBangkokUniversity for four years as well as lecturer and administrative assistant at American University League in YokohamaJapan, for one year. In addition, she has been lecturer and guest speaker for the private and the public sectors for 18 years.

         Her experience in the field of communications spans over 11 years. She was Head of Public Relations Department at Bangkok University for three years, Communication Specialist at IBM Thailand for two years, and Managing Director of Communications Consulting International(CCI) for 11 years. CCI provides communications consulting services to both local and international clients such as the Premier Group Companies , IBM Thailand, Hewlett-Packard, AMD, Seagate Technology(Thailand), Coca-Cola(Thailand), Royal Resources (Perrier, Minere), etc.

Objectives:

       To improve participants’ skill in writing replies to customers’ complaints

   Expected Result:
       Participants will be able to reply to customers’ complaints effectively.  This will make customers understand the situation and help the organization maintain its relationship with the customers.

   Format:
    Workshop style with mini lecture and discussion followed by a lot of written exercises from the real world

     Target Group:

     Those who have to write customers’ complaints regularly

Course outline:

1.  Strategy behind this type of writing

2.  Examples of ineffective replies to customers’ complaints

3.  Exercises: Identifying why those replies are ineffective  

        4.  Steps in writing replies to customers’ complaints

        5.  Examples of effective replies to customers’ complaints

        6.  Exercises followed by critique: Changing the ineffective replies to effective ones

        7.  Exercises followed by critique: Writing real business cases

Schedule

How to Reply to Customers’ Complaints Effectively

09.00 – 09.10 hrs.         -    Opening / Introduction of Course & Instructor

09.10 – 10.30 hrs.         -    Strategy behind this type of writing

                                      -    Examples of ineffective replies to customers ‘complaints  
                                          -       Exercises:  Identifying why those replies are ineffective 
                                       (individual work)

10.30 – 10.45 hrs.              Coffee Break

10.45 – 12.00 hrs.         -    How to write replies to customers’ complaints
                                      -    Examples of effective replies to customers ‘complaints

12.00 – 13.00 hrs.              Lunch Break

13.00 – 14.30 hrs.         -    Exercises:  Changing the ineffective replies to effective ones 
                                           (group work)

                                    -    Critique on written exercises

14.30 – 14.45 hrs.              Coffee Break

14.45 – 16.15 hrs.          -    Exercises:  Writing real business cases (group work)

                                    -    Critiques on written exercises

16.15 – 16.30 hrs.          -    Conclusion / Question & Answer
                                    -    Closing

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