As housing associations, whether we are delivering good news or bad news, so much of how this will be remembered depends on how it is delivered.  Recent research has shown that listening and empathy are two of the most valued customer service behaviours amongst consumers, so that even where we can’t always tell the customer what they want to hear, if they feel listened to and understood, it is less likely to be recalled as a negative experience for them.

Share’s “Delivering Great Customer Service at the Frontline” has been designed specifically for housing professionals and focusses on those soft skills that are so crucial to making tenants and customers feel valued and heard.

This full day session will weave together the soft skills required for effective customer service, with the policies that underpin it, the complaints handling processes that support it and the techniques for dealing with difficult customers, to give delegates a holistic overview of how to deliver great customer service at the frontline.

Delegates will be asked to reflect on their own customer service experiences, construct their version of a great customer experience and use this to help them understand what influences the behaviour of difficult or demanding customers - with a no role play guarantee!

Share’s ‘Delivering great customer service at the frontline’ training course takes place online, on 10th June, places are available to book HERE or email info@share.org.uk.