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Overview

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While you’re working hard to provide the best possible service in the worst possible circumstances, sadly not everyone will have subscribed to the #BeKind movement.

We really hope the number of compliments you receive has gone up. We’re sure the number of complaints you will receive will too.

This virtual training course has been specifically designed to help you write more efficient, empathic responses that show the reader they’ve been understood and heard.

You’ll hear about best practice in other organisations and:

  • Review real life examples of complaint responses
  • Find out how you can effectively assess and plan your reply
  • Think about the balance between stock replies and personal responses and what works well on different occasions
  • Use checklists to assess your own response
  • Use the four-bar grid to find the complainant’s ‘trigger point’ to help you produce better, more accurate answers

Please note we will be using Zoom to deliver this course. 

Learning Outcomes

  • Appraise the complaints letter writing process in your own organisation
  • Review successful examples of complaint responses
  • Find out how you can effectively assess and plan your reply
  • Discover how to better collaborate with colleagues to develop responses
  • Utilise the gained skills to create your own roadmap and best practice moving forward

In-House Option

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Agenda

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09:30 - 09:45

Registration

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 - 11:00

Break

11:00 - 11:45

Analysing Examples of the Good, the Bad and the Ugly Practice

  • Assess a range of real-life correspondence
  • Identify best practice regarding style, tone, vocabulary, presentation of facts and evidence, and receive expert comment
11:45 - 12:00

Break

12:00 - 13:00

Assessing and Planning Your Reply

  • Understand how correspondents want their complaint handled and what they expect from the reply
  • Identifying ‘trigger’ points within a complaint
  • Develop planning tools to create a suitable reply
13:00 - 14:00

Lunch

14:00 - 14:30

Summarising Complex Information

  • 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 Compelling Correspondence (Flexible Break)

In this practical session, delegates will have the opportunity to create their own best practise with the aid of the trainer 

  • 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