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Managing Customers with Empathy and Tact Writing and Responding to Customers’ Enquiries, Feedback & Complaints

Key Information

Workshop structure and duration

These are available workshop program structures: 

  • Virtual training and coaching program: 4 virtual facilitated sessions of 4 hours with a separate virtual coaching session 
  • In-person training and coaching program: 2 day session of 8 hours with a separate virtual coaching session 

Other workshop programs and structures are possible and can be customised to fit your company needs and requirements. 

Training locations

  • The virtual workshop can be conducted for any timezone and can also accommodate participants from different but matching timezones. 
  • The in-person workshop can be conducted in Singapore or Zurich. Please contact us if you have other locations in mind. 


Workshop/Training Importance

World-class customer communications must be delivered with a heart. World-class organisations are those who know what it takes to connect with their customers, build customer loyalty, and maximise customer delight with every communication. Increasingly, customers will communicate their satisfaction and dissatisfaction through email, feedback forms, letters and social media channels, and expect a prompt reply that addresses their needs and expectations. Writing replies to customers is therefore an art that requires careful thinking, thoughtful analysis and astute writing skills.

This course is designed to help executives and managers shortcut their writing and thinking process with strategies that enable them to communicate and connect with tact, empathy and clarity in emails and social media platforms.


Target Profile

  • Professionals, Executives and Managers who need to communicate with customers or members of the public through email messages, telephone and social media, and who want to connect with their customers and build customer trust through the way they write and communicate.
  • Managers who need to vet and coach others in the art of writing and responding to customers will also benefit from the strategies and techniques shared in this course.


Course Summary

  • Importance of the voice of customer
  • 4-step approach to analyse customer enquiry and feedbacl
  • How to analyse a complicated and long customer feedback
  • Address customers issues in a complete and effective manner
  • Organise and respond with customer-centric phrases
  • Critical telephone skills on handling customers
  • How to handle angry customers on the phone
  • Phrases to incorporate to improve customer service


Course Delivery Formats

Format 1: Virtual Live Training with Coaching (4 sessions of 4 hours) 

  • Pre-course learning
  • Instructor-Led Webinars
  • Virtual Peer Group Learning and Networking
  • Individual and Group Coaching
  • Change Impact to Work Project
  • Learning Resources

Format 2: Blended In-Person Workshop (2-day) 

  • Pre-course learning
  • Face-to-Face Workshop
  • Group Learning and Networking
  • Individual and Group Coaching
  • Change Impact to Work Project
  • Learning Resources


The course materials are useful in my daily work, especially in dealing with answering to customer feedbacks and complaints. I like the way the trainer conduct the course. I was given many opportunities to participate the activities to enhance the training.

― Shang Keong, Manager, MTU Asia Pte Ltd

It helped me to recap what is important in a feedback reply and a phone reply. The explanation from the sample cases are useful and it guided the class well to write a good feedback.

― Kenny, Manager, Arrival Experience, Changi Airport Group