Writing & Responding to Customers’ Enquiries, Feedback and Complaint

2 Days, 16 Training Hours

Before Funding: $595.00

It is vital to respond to customer inquiries is to prevent negative reviews and feedback. Even just a few bad reviews, whether about your service, response time, or the products being inquired about, can make or break a business.

It’s well known that a single dissatisfied customer usually tells from 5-15 other people about their dissatisfaction. Losing many customers because of dissatisfaction can result in thousands of potential customers getting a negative earful about your business. Clearly, few companies can afford this.

By the end of this course, participants should be able to:

  • provide a basic understanding of modern writing to reply to public more effectively and professionally
  • recognise and avoid standard, words and phrases, that will project little feeling or sincerity
  • be mindful about the tone in writing, and use a suitable tone for the context
  • Use the seven principles of effective writing when responding to customers
  • Improve their writing styles so as to project a positive service image
  • Creating words that show concern, understanding & firmness when writing letter and email to


  • Review important skills relating to grammar and composition
  • Practice writing requests, queries to the customers through email
  1. Receiving and managing a complaint
  2. Understanding customers’ needs and expectation when replying to complaints
  3. Bad Writing Is Bad For Corporate Image
  4. The Instructional Writing Style: Style & Format 
  5. Principles of writing expectations when Replying to customers
  6. Managing Grammar & Choice of Words
  7. Guidelines for defusing the situations and offering solutions
  8. Writing challenging reply of refusals

1- day (0900 – 1700)

S$495 (Fee exclusive of 7% GST)

1. All notice of transfer/withdrawal / deferment must be given in writing and submitted at least 2 weeks prior to course commencement.

2. If notice of withdrawal is received:
– At least 1 week before commencement of the course, a 20% of the full course fee will be charged. For government-funded course, a 20% of full course fee before funding will be charged.
– Less than 1 week before commencement of the course, a 30% of the full course fee will be charged.
– No show on the scheduled date, a full course fee will be levied. For government-funded course, a full course fee before funding will be charged.

3. Certificates or Statement of Attainment or Certificate of Attendance will only be issued to participants who have achieved 75% attendance and undergo assessment (if applicable).

4. Notice of change in participant’s name must be given in writing, 1no less than 2 days prior to course commencement.

Dates: 2 August, 10 October

Product total
Options total
Grand total
Join Waitlist We will inform you when the product arrives in stock. Please leave your valid email address below.