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Overview

Public sector organisations are facing increased scrutiny to excel at customer service and handle responses to 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.

Learning Outcomes

  • Appraise the complaints letter writing process in your own organisation
  • Review successful examples of complaint responses
  • Find out how you can effectively assess and plan your reply
  • Discover how to better collaborate with colleagues to develop responses
  • Utilise the gained skills to create your own roadmap and best practice moving forward
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

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To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]

Agenda

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09:15 - 09:45

Registration

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

Morning Break

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
12:45 - 13:45

Lunch

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 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

Venue

Radisson Blu Hotel, Cardiff

Radisson Blu Hotel Meridian Gate Bute Terrace, Cardiff, CF10 2FL