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.

This one day online course will allow delegates to gain techniques to deliver effective written responses to complaints through a combination of expert tutor input, practical case studies and supported exercises.

This virtual event will offer group exercises in breakout rooms to live chat, whiteboards and interactive polls, a range of tools and techniques to ensure that you can connect with your trainer. Network and share best practice with your peers and leave the day with the skills you need including practical written techniques and a clear plan in mind when replying to complaints.

Learning outcomes include:
• 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.