Writing Back to Customers Effectively

Maintaining customer loyalty by writing with skill and empathy

with Andy Gurnett

Responding to customers who are dissatisfied can be a stressful and challenging task. But it is also a very important one. A customer who cares enough to contact you is someone who wants to keep doing business, and that means you have a chance to repair and even build that customer relationship.

Understanding what the customer really wants and dealing with it in a professional and personal manner will ensure that you maintain a strong rapport. Learning to use the appropriate tone and structure for your communication, as well as discovering how to empathise with your client, will make writing to them comfortable and even enjoyable.

In this interactive workshop, Andy Gurnett will guide you through techniques and strategies that help you get right to the heart of what your customer wants and respond in a way that wins respect and support.

Understanding customers

• Customer profiling
• The value of complaints
• Putting yourself in the customer's shoes
• Working out what's wrong

Modern business writing refresher

• Modern vocabulary
• Modern layout
• Helpful subject lines

What to say and how to say It

• Writing with purpose
• Structuring your customer-focussed writing
• Opening and closing
• The three Ps – Personal, Positive and Professional

Adding polish and panache

• Explaining company policy and looking good
• Showing sincerity
• When you have to say 'no'
• The customer loyalty challenge

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About Andy Gurnett

Andy Gurnett has been working in HRD in Singapore and the region for over 16 years, and is now Director of The Right Angle. Here he helps organisations to develop high-performing, innovative teams and individuals to communicate with clarity and passion. He believes that understanding ourselves well help us to better understand others, which in turn leads to more productive working relationships. His practical, no-nonsense approach to learning ensures that participants acquire skills and knowledge that they can use right away.