Letter and Report Writing Skills – How to deal with letters of complaints

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Our letter writing course will allow delegates to gain useful letter writing tools, tips and techniques and also includes constructive letter and report templates. Delegates who have trained with us have effectively applied the skills gained from this course to their everyday workplace correspondence. This productive course will also demonstrate the particulars of writing effective emails, whilst improving punctuation and grammar.

All organisations need to convey a professional image in every way to stay ahead of the competition. It is paramount that all pieces of written documentation are faultless. As your professional reputation can be enhanced or ruined by your correspondence, it is essential that the style, content and message is concise, correct and appropriate.

DEALING WITH COMPLAINTS

Nobody wants to receive a letter of complaint. The fact is that, in almost any organisation, they will be received unless we are perfect. The natural reaction is to get upset and defensive. The professional approach is to treat a complaint as an opportunity. Most people do not bother to complain. They simply go elsewhere and perhaps tell their acquaintances not to use your organisation.

Those who complain are taking the time and effort to point out what has happened and how they feel about it. Your purpose in writing a letter back is to put things right and try to restore the relationship with the person concerned.

Your response to a complaint naturally depends on the situation. Guidelines are set out below for each case. Note that all three start by thanking the reader for their letter and expressing sympathy.

We are wrong and must admit it

Thank you for your letter

I am sorry

Explain what happened — not in detail

Say what will be done, when and how

Yours sincerely

 

We are right but in the interests of public relations meet the claim

 Thank you for your letter

Sympathise, show concern

Say what we are prepared to do

Explain how to prevent the same thing happening again

Yours sincerely

 

We are right and are not prepared to meet the claim

 Thank you for your letter

Sympathise

I can understand your point

However, this is our point

Because of our point we can’t help

Explain how to prevent a similar occurrence in future

Yours sincerely

 

Letter and Report writing course

Our letter and report writing course is tailored to the needs of delegates who already retain business writing skills and those who would like to gain further knowledge on:

  • how to write a good report
  • how to write effective letters
  • how to write professionally
  • how to write confidently
  • how to write a standard letter
  • how to write a formal report
  • how to write a complaint letter

Course Dates

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Who will benefit from the course?

What are the best ways to produce effective letters and reports? This course is designed to lead to practical skills to enable delegates to be both competent and confident in their written communication. Our courses allow all staff to benefit from enhanced writing skills. The types of delegate we have trained previously are:

  • Directors and senior managers
  • Sales and fundraising staff
  • Local government employees
  • Managers, department heads, team leaders and supervisors
  • Technical and academic team members
  • Customer service staff

In-Company Courses

Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements

Total Success Training Packs

Why use a total success training pack

If you are looking to run your own training course but lack the materials and the time to develop a fully functional training seminar we produce a range of training materials and packs which will suit your requirements exactly. All of our packs and been written by our own training experts and we can guarantee that the training pack will satisfy your course requirements. Each pack will contain a full set of PowerPoint training slides, trainer’s notes, a course manual, and a full set of handouts and activities.

We have been running our courses since 1995 and have trained 1000’s of people via open courses and in-company seminars. We guarantee that the course you buy is the one we train. All courses are trainer and trainee friendly so you’ll be up and running quickly (depending on your training experience).

We know how difficult it is to choose amongst the many training materials available on line, that’s why we have 3 packages that will suit you needs. With our gold, silver and bronze packages you can choose the training format that’s right for you and your budget. Call us 0044 (0)208 269 1177 to discuss your requirements or email us info@totalsuccess.co.uk

Related information

Total success training also produced a number of newsletter webpages that carry great information on all our training topics.  Below you will find a selection of related newsletter pages. You can click on any of the links and they will give you stacks of really interesting information relating to this subject t. If you like the content of these pages you can subscribe to our newsletter page and we will send you a newsletter every month. we update our pages very regularly so will always be more great information each time you log onto our site.