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Responding to complaints

PRC 25S – St. Maurice School. Responding to complaints. Recall: Preparing for Tone. Why am I writing? To whom am I writing? What do I want them to understand? What kind of tone should I use?. Why am I writing?. What sorts of complaints could be received?. To whom am I writing?. Customer

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Responding to complaints

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  1. PRC 25S – St. Maurice School Responding to complaints

  2. Recall: Preparing for Tone • Why am I writing? • To whom am I writing? • What do I want them to understand? • What kind of tone should I use?

  3. Why am I writing? • What sorts of complaints could be received?

  4. To whom am I writing? • Customer • Client • Employee

  5. What do I want them to understand? • Your understanding of the situation • That you understand how they feel • That you want to resolve things • That you want to restore a positive relationship

  6. What kind of tone should I use? • Non-antagonistic • Authoritative • Not dictatorial • Confidently, professionally • Constructive • Depends!

  7. Structuring • Appropriate greeting

  8. Apologizing • Be careful! • Somewhere in the letter should be an apology • Be cautious with admitting fault • Determine what it is for which you are apologizing

  9. Structuring: Body • Recognize (and appreciate) the letter • Explain your findings • Explain what will be done to fix the issues • Explain what you will do for the person • Gently explain what you will not do • Express thanks – continue the relationship

  10. Ideas to avoid • Delaying your response • Sending a previously prepared letter • Not mirroring emotional content • Shying away from future contact • Using jargon

  11. Therefore… • Respond as soon as possible • Respond personally • Mirror emotional content • Invite a response • Avoid jargon

  12. Anything else? • Questions? • Comments? • Concerns?

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