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 response 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.
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|About the Chair: Sue Calthorpe
|Susan works with organisations and individuals to improve their written communications skills.
She worked as a regional and national newspaper journalist before setting up a full-service communications company, now established for 30 years.
Her recent clients include Legal & General, HSBC, BRIT, the Law Society, the Civil Aviation Authority, Express Medicals Ltd, the Intellectual Property Office and the Office for National Statistics.She has also worked with many government departments and has recently undertaken particular projects with the Home Office, HMRC, HMT, MOD, DfID, the FCO, the Information Commissioner’s Office and the Insolvency Service.
She also trains internationally and has worked in Bangladesh, France, Kenya, Qatar, India and Ethiopia on a range of written word projects.
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 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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