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Public Sector Complaints

Tell Tale Signs - James Walker, Resolver

Tell Tale Signs - James Walker, Resolver (Public Sector Complaints, London, 21.09.16) How can you tell if a complaint is going to go toxic? What are the tell tale signs that can help you to help solve the complaints you come across?

Social Media - Iain Rowan, University of Sunderland

Social Media - Iain Rowan, University of Sunderland (Public Sector Complaints, London, 21.09.16) Social media is a complete minefield and incredibly difficult to moderate and mediate - so how do you handle it in the context of complaints from the public, especially postings critical of staff that have not been investigated or validated?

Sharing Achievements - Colin Bates, Customer Champions

Sharing Achievements - Colin Bates, Customer Champions (Public Sector Complaints, London, 21.09.16) How can you share your achievements, whether small or large, across your organisation and so secure management and customer engagement and improve the bigger picture?

Responses - Carolyn Cleveland, C&C Empathy Training

Responses - Carolyn Cleveland, C&C Empathy Training (Public Sector Complaints, London, 21.09.16) How do you respond to service users who do not want to follow your processes and procedures or accept your outcomes and decisions? Which dynamic and practicable approaches can you adopt and use?

Reasonable Adjustments (notes) - Mark Landon, Weightmans

Reasonable Adjustments (notes) - Mark Landon, Weightmans (Public Sector Complaints, London, 21.09.16) What is expected of you in terms of making reasonable adjustments when handling complaints from people with (1) diagnosed or (2) potential mental health conditions or Autistic Preference Disorders? How do you respond to complex clinical matters in a non-clinical setting?

Reasonable Adjustments - Mark Landon, Weightmans

Reasonable Adjustments - Mark Landon, Weightmans (Public Sector Complaints, London, 21.09.16) What is expected of you in terms of making reasonable adjustments when handling complaints from people with (1) diagnosed or (2) potential mental health conditions or Autistic Preference Disorders? How do you respond to complex clinical matters in a non-clinical setting?

Quantification - Andrew McMillan, Engaging Service

Quantification - Andrew McMillan, Engaging Service (Public Sector Complaints, London, 21.09.16) How do you quantify (1) the real cost benefit of customer feedback and (2) the failure costs, i.e. reputation and increased time spent by not getting things right in the first place? What is the smart way to report results and convey messages?

Learning - David Buchanan-Cook, Scottish Legal Complaints Commission

Learning - David Buchanan-Cook, Scottish Legal Complaints Commission (Public Sector Complaints, London, 21.09.16) Snazzy statistics and bar graphs aside, how do you truly LEARN from complaints and make a real difference? How do you bring people with you and make that all important connection between complaints and improvements?

Changes - Andrew McMillan, Engaging Service

Changes - Andrew McMillan, Engaging Service (Public Sector Complaints, London, 21.09.16) With staff members under pressure, how do make sure key changes in procedure stick; so avoiding lax compliance and the question "do we really need to do this"?

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