Workshops that are fun, easy
to understand and very very useful

Writing better complaint responses — 1 Day Workshop

This hands-on and enjoyable one-day workshop is a valuable introduction to how you can help your advisors write better complaint responses — whether they’re emails, letters or direct messages. It’s designed to improve the complaints experience and outcomes for your customers, advisors and organisation.

Who's the workshop for?
Whether you’re a business or public sector organisation the workshop will be of real benefit. Contact centre managers, team leaders, trainers and advisors will find it especially useful as it covers writing exercises for advisors, insight into why handling complaints well is important, our latest consumer research and discussions about how you can go about managing your written responses better.

How will the workshop help your complaint handling? 
We cover the complaint response writing essentials: what to say, how to say it, practical exercises, research as well as theory. And we do it all with the very clear objectives of improving both complaints experiences and outcomes: 
• Reducing anxiety and stress — making complaints processes easier for customers and advisors 
• Improving contact resolution — reducing wasted time and effort by cutting the likelihood that customers will contact you again 
• Preventing internal escalations and regulator / ombudsman referrals — stopping duplicated effort and cutting the risk of penalties from regulators 
• Increasing customer advocacy and preventing damage to your reputation — improving the prospect that customers will promote you to family and friends as well as on social media and review sites 
• Improving service scores — enhancing Customer Sat, Net Promoter and Customer Effort
• Boosting customer retention — helping you to keep your customers

The workshop at a glance

Complaints, what they are and why they need special care — Our latest consumer research and discussion about what makes a complaint, the benefits of improving your writing as well as the results of getting it wrong.

What customers want — Exercises and research that’ll help you better understand what customers want to read in your responses and why.

What to write — Practical exercises that’ll help your advisors develop their complaint response language skills, structures and approaches to key parts such as apologies, offers of compensation and investigation summaries.

How to write it — Getting your tone right: what tone is, why it’s so important and exercises that'll help your advisors develop ‘the way’ they write to customers with a complaint.

Managing writing — From quality assessment to recruitment and strategy, the steps that your organisation can take to improving how you manage complaint response writing.

Any questions? — Your complaints communication questions answered.

Want to know more?

Next public workshop dates and locations
This course is currently only available as a private workshop. Get in touch for the latest on when and where our next public workshops will be.

Private workshops — let us come to you
If you'd like more of your managers, team leaders and trainers to benefit from the workshop, we're happy to come to you. Private courses are for up to 12 people, will be more cost effective for larger groups and we can tailor some of the content for your organisation.

What's included?
The workshops normally start at 10 in the morning and last until 4 in the afternoon. You'll also get a printed course summary to take away that covers everything you've learned.

What they say...
Suzanne Dorrington – Unicef, Support Care Officer

"I have really enjoyed the workshop. I'm looking forward to sharing with the rest of my team. Our plan is to go back and review our templates to bring them up to date."

Tania Whitehead — Hiscox, Training & Quality Leader
"The training was very much based around the structure of an email and the style of the writing. The training really hit the mark, and I have subsequently rolled this out as part of our induction and to our Home Insurance team.”

Lisa Buckley — Carole Nash, Marketing Manager

"Everyone has been in touch with me this morning to say how much they enjoyed the session — really engaging, good pace and we’re looking forward to getting the style guide and working on this going forward.”

Who's leading the workshop?

The team who create our writing for service programmes developed the workshop. Their skills cover writing, education, linguistics, consumer insight, management and service.

Sabine6

It’s led by Sabine Harnau, who's helped some of the best known brands in the UK (including Hiscox and AXA) develop their service writing. Previously Sabine worked for the LEGO Group where she created and managed their 'written service voice' around the globe. As a writer and editor she was also responsible for the user experience on the LEGO digital service channels, including their website and knowledge management system. Sabine has a Masters Degree in Linguistics, is English – German bilingual (she also speaks Dutch and French) and is a qualified teacher.

Complaints response writing programmes
We have many other services that’ll help you develop your writing and improve service. As well as training advisors we write email templates and can show you how to do it. We also carry out assessments covering everything from how you write to the technology you use. And, how you manage the processes you have. We’ll also make recommendations on how you can improve things as well.

Want to book or need more information?
Drop Katie Hamilton an email at katie@soh.co.uk. Or, give her a call on 0208 996 5888.