Schools, colleges, and universities are facing increased scrutiny to excel at customer service and handle complaints effectively.
To ensure your organisation can effectively handle complaints from the first response, staff must understand how to efficiently communicate and write credible, succinct, and comprehensible responses to complaints.
On this Effective Written Responses to Complaints in Education course, led by communications specialist, Sue Calthorpe, you’ll acquire the 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
|Sue 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 Education: What is Working and What Needs to Improve?
- Overview of trends and insight into the most common complaints in education
- Understand the effect complaints have on both staff and the people who depend on the level of service they provide
10:45 - 11:30
Best and Bad 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
- Develop planning tools to create a suitable reply
- Identify ‘trigger’ points from correspondence to provide better responses
13:45 - 14:30
- 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 Credible Correspondence
In this practical session, delegates will create and give feedback on a range of letters to review and refresh personal skills
- 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: Cancellations must be received in writing 30 working days before the date of the event and will be subject to a £195+VAT administration fee. Cancellations received after this time will be subject to the full delegate fee.
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