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Writing in Response to Complaints

A Complaint Is a Gift – Simple Tips on Winning Back Your Customers


Using Words to Convey Positive Emotions

Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship. Customer complaints are valuable pieces of feedback that can be used to improve our products and services.

When responding to a complaint, you need to come across as being sincere. Using an appropriate tone is particularly important. Without the benefit of body language and tone of voice, you can only rely on your words to convey your intended tone. It is therefore important to know the implication of various words and phrases, and choose to use words that convey positive emotions.



Event Details

Date: 29 Nov 2016 (Tue)

Time: 9am - 5pm



100 Orchard Road
#04-100, Concorde Hotel
Singapore 238840


Course Fees

$600 | $240 after 60% PIC Grant

  • Inclusive of 1 buffet lunch and 2 light refreshments

To register, you can either register online or download a hardcopy registration form


Register Online


Download Form


Contact Details

Amelia Lim


6720-3333 | phone
6720-2222 | fax




Learning Objectives

  • Adopt a positive and a long term relationship approach towards the complainant;

  • Taking ownership of the issue;

  • Drafting with clarity and purpose;

  • Responding with empathy and sincerity;

  • Clearly explain the actions taken.


Course Outline

  • Receiving a Complaint

    • Common reactions to complaints

    • Why are you writing back to the customer?

  • Managing the Complaint

    • Deciding what to say

    • Organising your Information

    • Applying the approach to a case study

  • Emphasis on the Positive

    • Adopting a modern writing style and tone

    • Using positive Words and phrases

    • How to add respect, friendliness, and warmth to your writing

  • The Final Step – Polishing Your Response

    • Adding empathy and sincerity to your apology 

    • Making it clear what actions to expect – from you as well as from the reader


Who Must Attend?


This is a Must Attend Course for Professionals and Senior Executives from across MNCs, Government Agencies and SMEs. Highly relevant to those who are required to deal with formal written complaints and feedback, this course is also suitable for the following groups of working professionals:

  • Departmental and Business Managers

  • Senior officers in Government agencies

  • Supervisors

  • Professionals and executives

  • Customer Services/Relations Officers & Managers




"We continue to receive very positive comments about Emma’s courses from my staff members. Several people, including our internal communication manager, said that Emma provided the best one-day training courses. Many thanks for providing insights, tips and factoids that will enable our company to write and communicate even better to our bosses and stakeholders."
- Cynthia Zhuang, Marketing Manager, NETS Singapore


"Great business courses by Emma! I walk away with some great tips and insights which are not just ideas that have no practical consideration. The class’s spirit of spontaneity and engagement is also very encouraging for my learning. Every trainer should be able to keep the attention of the class just like she has."
- Jess Tang-Xin, Senior Admin Executive, Singapore Workforce Development Agency

“I loved Emma’s presentation style. She shares stories to help everyone relate to the business scenarios that we may encounter at work. She also simplifies concepts for everyone to understand easily. One of the best professional development courses I have been to. I will recommend my colleagues to join me for one of her other upcoming courses.” - Razline Maria, Senior Business Associate, Shangri-la Hotel Singapore



Trainer’s Profile



Business English and Communications Coach: Emma Jarman-Jones
(MBA, Imperial College London in UK)


Emma Jarman-Jones specialises in developing and enhancing workplace communication skills. This work includes writing, speaking, interpersonal and management skills training. She has over 15 years of experience training in Singapore, as well as regionally in Malaysia, Thailand, Indonesia and Vietnam.


Emma has worked as an external consultant and trainer with both private and public sectors, designing, customising and delivering programmes, and coaching individuals. She believes in the potential of every person and is dedicated to providing the highest quality of training that will benefit the individual, as well as the organisation.


Emma holds an MBA from the Imperial College London in United Kingdom. She has also completed a Diploma in Human Resource Development at the Singapore Institute of Management, and is a certified People Developer Consultant.



100 Orchard Road #04-100, Concorde Hotel Singapore 238840


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