Kate Higgins
Organisation: Fundraising Standards Board (FRSB)
Biography:
Kate Higgins was appointed Manager for the Fundraising Standards Board in Scotland and Northern Ireland in August 2006. She was previously Head of Campaigns and Communications at Capability Scotland, a leading Scottish disability organisation, and co-ordinated the organisation's input into the development of the new legislative framework for charities in Scotland. Outside of work, she can usually be found pottering in the garden or supporting Kilmarnock FC and Scotland.
- Session(s):
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- The Good, the Bad and the Ugly – the impact of complaints on your fundraising practice
5 Nov, 11:45 - 12:45
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There are good ways to handle complaints – and then there are the bad ways too often deployed by organisations and businesses. And these can result in some pretty ugly situations. The way you handle contacts and complaints from supporters impacts on the relationship you have with them and more generally on the quality of your fundraising practice. This session will consider the dos and donts of complaints handling. In an interactive session – with roleplay! - we will explore why it is important to handle complaints well and how to build recording and handling of complaints into your everyday fundraising activity.
- The Good, the Bad and the Ugly – the impact of complaints on your fundraising practice