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COURSES > SERVICE IMPROVEMENT

BESPOKE TRAINING: EFFECTIVE RESPONSES TO COMPLAINTS IN THE PUBLIC SECTOR

Improve Your Written Responses to Complaints

Overview Agenda
Run this Course In-House

OVERVIEW


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





Contact Us

AGENDA

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

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Understanding ModernGov is the training division of GovNet Communications, the
UK’s leading public sector events supplier. At Understanding ModernGov, we
provide a wide variety of high quality and affordable CPD certified training
courses for the public sector, voluntary sector and the private sector. Led by
senior experts and professionals, our training courses focus on enhancing key
skills to support organisational and professional development. As well as
running training courses in London, Edinburgh, Manchester, Cardiff and
Newcastle, we also offer a flexible approach by delivering our courses online as
well as at your offices on a date to suit you.

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