Understanding the customer's complaint
- Decode the customer's complaint: Put yourself "in the shoes" of the dissatisfied customer.
- Tell apart expectations and needs: Analyze the substance of the complaint.
- Define the components of an efficient writing process that generates customer satisfaction.
Hands-on work
The "I, customer" game. Analyze different types of complaints. Identify expectations and needs. Formalize the components of effective writing in the form of a mind map.
Build the response to the complaint to aim for efficiency
- Rethink your strategy for responding to customer complaints.
- Structure your response methodically: rebound, accompany, conclude.
- Expressing empathy: Rephrasing the complaint and reassuring the customer that their request has been understood.
- Provide a solution to the complaint and advise the customer of the next step.
- Conclude the email positively.
- Ask yourself the key questions before sending your email.
Hands-on work
Workshop on writing emails based on the examples analyzed in the first sequence: Structuring the response, rephrasing the complaint, proposing a solution. Group debriefing.
Revitalizing your style to enhance your brand's image
- Learn to write in short format.
- Add positivity to your style: Use words that create customer satisfaction.
- Be more impactful in your response: Write clearly, precisely and factually.
- Personalize your response.
- Work on the form of your email to make it more readable.
Hands-on work
Intensive workshop of rewriting exercises: Polishing unpleasant words, writing dynamically, reworking syntax.
Expanding your vocabulary to express your empathy
- Translate technical jargon and make it understandable.
- Use words of empathy.
- Use words of reassurance.
Exercise
Creativity game: Vary and expand your wording. Build a personal library of appropriate phrases.
1d
- 7h00 
