Customer service in support and social housing settings is under scrutiny, with rising numbers of client and tenant complaints (Housing Ombudsman).

Clients and tenants are feeling the strain of the cost-of-living crisis and now more than ever, it’s essential that organisations are able to deliver an effective service that is person-centred, informed by PIE, and focuses on the client/ tenant experience.

This new one-day course aims to develop your understanding of what good customer service looks like in the context of support work and how to respond to common challenges. The course will explore face-to-face interactions, as well as telephone and digital communications.

The course will support you to:

• understand the importance of the customer experience in support work
• reflect on what contributes to a positive customer experience and understand where and why customer relationships go wrong
• appreciate the wider context of social and demographic circumstances and reflect on how the client/tenant may be feeling when then make contact with your service
• examine the importance of first impressions, standards and expectations
• identify communication barriers and the danger of assumptions
• use positive language and active listening skills to enhance the customer experience
• communicate in sensitive and challenging situations
• identify complaints at an early stage and know how to respond

Who should attend?

This course is suitable for all frontline staff who provide a service to clients and tenants.

Level: 

Introductory

Duration: 

This course will be delivered over 1 day – 7th March 2023