Customer Support – Hoarding


Participants will develop the skills and knowledge to give effective and appropriate support to customers who exhibit different levels of collection leading to hoarding.

Learning Outcomes

  • The varied definitions and the associated issues
  • The different types of hoarding
  • How to Discern common behaviour
  • An Examination of causation
  • Identifying methods of customer support
  • The role of Body Language
  • The View from Both Sides
  • The importance of Early Intervention
  • The connection with Excellent Customer Service
  • Why should RSL staff understand Hoarding
  • Helping Hoarders Help Themselves
  • The Tenancy Support Role

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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