Overview
Schools, colleges and universities are facing increased scrutiny to excel at customer service and handle a variety of complaints effectively.
To achieve this, staff must understand how to efficiently communicate and write credible, succinct and comprehensible responses to complainants.
On our Effective Written Responses to Complaints in Education course led by Communications Specialist, Sue Calthorpe, gain techniques to deliver effective written responses to complaints through a combination of expert tutor input, practical case studies and supported exercises.
Leave the day with practical written techniques and a clear plan in mind when replying to complaints.
Susan works with organisations and individuals to improve their written communications skills.
She worked as a regional and national newspaper journalist before setting up a full-service communications company, now established for 30 years.
She works with public and private sector organisations to help with:
- Effective emails
- Report writing
- Briefings and submissions
- Persuasive and influential writing techniques
- Promotional writing
- Effective complaint handling
- Communicating complex information for non-technical readers.
Her recent clients include Legal & General, HSBC, BRIT, the Law ...
Learning Outcomes
- Effectively assess and plan your reply
- Create credible correspondence moving forward
- Learn from best practice how to respond to a complaint
- Develop practical written techniques to elicit information from colleagues
- Understand what is working and what needs improvement in complaints letter writing
