Getting It Write


Getting it Write is a 3-hour workshop for managers and staff who are responsible for drafting responses to complaints.

The key benefits are:  

  • Delegates who are better equipped and confident to draft responses  
  • A more resolution focused approach, which reduces the likelihood of escalation  
  • An increased likelihood of turning a negative situation into a positive one. 

The aim of the programme is to support participants to have the competence and confidence to draft resolution-focused, evidence-based responses to complaints. By the end of the workshop participants will:  

  • Understand what customers want from the complaints process and responses in particular  
  • Understand that focusing on resolution leads to better responses   
  • Develop the skills to construct a response that is resolution focused and evidence-based.  
  • Understand how to present evidence in a response appropriately  

This is a very practical workshop in which participants both discuss and practice techniques, working both individually and collectively.  

“AKD Solutions always positively challenged us to think bigger and think differently, that is why we continue to work with them and have such a strong partnership.  We always receive exceptional service from the team and the training solutions we create together never fail to win awards…… a great combination that always delivers a win win outcome!”

Gary Jackson


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AKD Solutions (AKD) is an
international organisational change consultancy
whose purpose is to stimulate brilliance.

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