Customer Service & Effective Communication

Customer Service

To ensure delegates have the right mix of skills and knowledge to manage, clearly and consistently communicate, and to minimise disruption for residents and leaseholders undergoing major works to their homes and neighbourhoods.

Learning Outcomes

  • Defining Good & Bad Customer Service
  • Perception and Self-awareness
  • Language, Listening & Communication
  • The key role of Electronic Communication – emails and social media
  • Facing the challenge of Mr or Ms Dissatisfied
  • How to address Service Failure
  • Ways to Drive up Standards and Manage Expectations
  • The importance of meeting the needs of BME, vulnerable and hard to reach residents
  • The pivotal role of effective communication
  • The importance of considering your audience
  • The key elements of learning how to listen
  • Understanding why language matters
  • The way to effectively communicate on the phone when representing your housing association
  • The way to deliver effective written communication when representing your housing association
  • The principles behind effective presentation of information

Training Methods

All courses use various methods of engagement including Presentations, Q and A, Case studies, Group discussions, Short Films and Course hand-outs.

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