Public sector organisations are facing increased scrutiny to excel at customer service and handle complaints effectively.
Being able to effectively respond to complaints can reduce costs, increase efficiency and maintain your organisation’s reputation.
To ensure your organisation can effectively handle complaints from the first response, staff must understand how to proficiently communicate and write credible, succinct and comprehensible responses to complaints.
Attend this Effective Responses to Complaints in the Public Sector course, led by communications specialist Sue Calthorpe, to gain techniques to deliver effective written responses to complaints, through a combination of expert tutor input, practical case studies and supported exercises.
|About the Chair: Sue Calthorpe
|Susan works with a wide number of public and private sector organisations to help improve writing skills and wider communications, with a range of training including production of communications strategies, face-to-face briefing, communicating complex information, presentation, media handling and key messaging and a variety of advanced writing and verbal presentation techniques.
Her recent clients include Aston Martin, Fujifilm, BP, LA Fitness, G4S, Hanover, Norfolk County Council, British Airways, Marks and Spencer, Devon County Council, Citizen’s Advice Bureau, The General Dental Council, the Wine Institute of California, Shelter and The Law Society. Find out more here.
09:15 - 09:45
09:45 - 10:00
Trainer's Welcome and Clarification of Learning Objectives
10:00 - 10:45
Complaints in the Public Sector: What is Working and What Needs Improving?
- Gain an overview of trends and insight into the most common complaints for public sector organisations
- Understand the effects that complaints have on both staff and the people who depend on the level of service they provide
10:45 - 11:30
Analysing Examples of the Good, the Bad and the Ugly Practice
- Assess a range of real-life correspondence
- Identify best practice regarding style, tone, vocabulary, presentation of facts and evidence, and receive expert comment
11:30 - 11:45
11:45 - 12:45
Assessing and Planning Your Reply
- Understand how to correspondents want their complaint handled and what they expect from the reply
- Identifying ‘trigger’ points within a complaint
- Develop planning tools to create a suitable reply
13.45 - 14:30
Summarising Complex Information
- How to summarise complex information into language and a structure that can be easily understood
- Ensure that your response is delivered efficiently
- Introduce a six part grid to help with this process
14:30 - 16:00
Creating Compelling Correspondence
In this practical session, delegates will have the opportunity to create their own best practise with the aid of the trainer
- Utilise skills developed throughout the day to create letters
- Develop your own best practice
- Identify areas for improvement
16:00 - 16:15
Feedback, Evaluation & Close
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A: Yes, a two-course hot buffet is served at lunch. Tea and coffee are served throughout the day.
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A: Why not contact a member of the UMG team on 0800 542 9440 or email email@example.com.