Overview

* Online course available – get in touch to find out more options*

Public sector organisations are facing increased scrutiny and pressure 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.

Run this ‘Effective Responses to Complaints in the Public Sector’ course for your team In-House, to gain essential training through a combination of expert tutor input, case studies and practical exercises. Leave the day with the necessary techniques to deliver effective written responses to complaints.

Learning Outcomes

  • Understand what is working and what needs improvement in public sector complaints letter writing
  • Learn from best practice how to respond to a complaint
  • Effectively assess and plan your reply
  • Develop practical written techniques to elicit information from colleagues
  • Create credible correspondence moving forward
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
InHouse@moderngov.com

Agenda

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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

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

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 Detail

  • 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