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    Event Profile
    Date May 27, 2016
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    Fee SGD 595.00
    For Member
    SGD 565.25
    NoteBreakfast, two tea breaks and buffet lunch will be served; complimentary car parking coupon will be provided upon request
    Other Date(s)1) Jun 07, 2017
    Trainer
    Activity
    You may reach us via
    T: (65) 9879 6267
    E: info@ccisg.com
    To register via fax, fill in This Form and fax to (65) 6310 5430.
    400% Tax Deduction or 40% Cash Payout of the course fee (net of government grant or subsidy) under PIC scheme for training of employees! For details, please refer to www.iras.gov.sg/irashome/PIcredit.aspx
    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.
    Objective
    At the end of the workshops participants will:
    • better understand customer motivations
    • know how to write with customer-friendly structure and layout
    • be able to recognise real issues and how to prioritise them
    • know how to hit the right tone
    • have more confidence in writing back to customers
    Outline
    Understanding Customers
    • Complaints, who cares?
    • The value of complaints
    • Putting yourself in the customer’s shoes
    • Customer profiling

    Modern Business Writing Refresher
    • The 5Cs of business writing
    • Modern business vocabulary
    • Helpful subject lines
    • Reader friendly structure and layout

    Getting the Right Approach
    • Preparing to write
    • Understanding what’s wrong
    • Dealing with feedback in social media

    Adding Polish and Panache
    • The three ‘P’s – Personal, Positive and Professional
      - Writing with a personal tone
      - Writing with a positive tone
      - Writing with a professional tone
    • Case study
    Who should attend
    If you ever write to customers or want to improve your writing in general, this is the course for you.
    Methodology
    This one-day programme will be a mixture of trainer led-discovery, hands-on activities, discussion and case study.
    Andy Gurnett's Profile
    Andy has worked in learning and development in Singapore and the region for over nineteen years. He ran the British Council’s Professional Development Centre for several years and, prior to setting up The Right Angle, spent two years as a Deputy Director working for the Singapore Government’s Institute for Adult Learning. Andy has trained thousands of people in a range of topics over the years and has developed a very clear understanding of what people and organisations need to make their learning successful. 

    On the subject of written communication, in the last few years he has worked with organisations such as Sumitomo Corporation, the Singapore Semiconductor Industry Association, Fitch Ratings, SingTel, SingHealth, Mitsui & Co, Keppel Land, NTUC Income, Jurong Port, Vopak Terminals, and BYD Daimler.  

    Andy has a degree in Electronics from the University of Keele in the UK, a post-graduate certificate and diploma in adult learning, and a number of practitioner qualifications in learning tools for team and leadership development. He is a professional grade member of the Adult Educators’ Network, Singapore. 

    Andy has delivered presentations at a number of HR conferences, and in 2010 shared his ideas on creativity in photography (his pastime) at a TEDx Singapore event.
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