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Conferences on Public Sector Complaints

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Public Sector Complaints
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Public Sector Complaints
Past Conference Documents

Compensation - Andy Gent, Ashford Consulting Ltd

Compensation - Andy Gent, Ashford Consulting Ltd (Public Sector Complaints, London, 16.10.18) What are the pros and cons of "goodwill gestures" or compensation as proactive ways of saving time and heading off complaint escalation?

Expectations - Andrew McMillan, Engaging Service

Expectations - Andrew McMillan, Engaging Service (Public Sector Complaints, London, 16.10.18) Drawing on live projects, how do you give your service users a realistic idea - but not negative, defensive or dismissive - of what is, and is not, reasonable and proportionate?

Complaints from People with Mental Health Conditions - Dr Subodh Dave, Royal College of Psychiatrists

Complaints from people with Mental Health Conditions - Dr Subodh Dave, Royal College of Psychiatrists (Public Sector Complaints, London, 16.10.18) How do you recognise and differentiate complaints from people with mental health conditions?

3rd Party Complaints - Iain Rowan, University of Sunderland

3rd Party Complaints - Iain Rowan, University of Sunderland (Public Sector Complaints, London, 16.10.18) What are the golden rules of managing multi-channel complaints, or those about services being provided through a contract with a third party?

Blame Culture - Andrew McMillan, Engaging Service

Blame Culture - Andrew McMillan, Engaging Service (Public Sector Complaints, London, 16.10.18) What are the options for getting buy-in from colleagues, i.e. challenging defensiveness and blame culture, effectively learning from complaints and implementing change?

Realistic Targets - Jo Causon, Institute of Customer Service

Realistic Targets - Jo Causon, Institute of Customer Service (Public Sector Complaints, London, 16.10.18) Cutting through all the noise, what counts when it comes to the expenditure of your energy and resources, creating realistic targets on a limited budget?

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