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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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