COURSES > SERVICE IMPROVEMENT

Bespoke Training: Effective Written Responses to Complaints in Education

Improve Your Written Responses to Complaints

Overview

Schools, colleges and universities are facing increased scrutiny to excel at customer service and handle complaints effectively.  Additionally, the coronavirus pandemic has affected schools’ usual processes and timescales for complaints.

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.

This ‘Effective Responses to Complaints in Education’ In-House course, will deliver effective written responses to complaints, through a combination of expert tutor input, practical case studies and supported exercises for you and your team.

Run this interactive course for your team In-House and leave with the techniques and skills to make sure you and your organisation can effectively handle complaints producing the best possible outcome.

Learning Outcomes

  • Understand what is working and what needs improvement in 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

09:15 - 09:45 Registration

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 use of style, tone, vocabulary, presentation of facts and evidence and 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 - 13:30 Lunch

13:30 - 13:45 Reflection Session

  • Trainer will review the day’s learning and the next stages of the course

  • Delegates will have time to ask questions and share views with one another

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

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