Title: Customer Care in the Context of Social Housing
Location: Central Liverpool 1 Full Day
Description: Excellent customer relationships are not just the product of the knowledge and the skills of individuals but are an outcome of their attitudes, values, and a working environment where it is clear that it is high priority to constantly strive to interact positively with customers.
The focus of this programme is to enable all staff working in social housing to engage customers in positive interactions and to enable the whole organisation to develop excellent customer relationships at the level of the individual, the team and the whole organisation.
The key questions this programme will ask are as follows;
- What is excellence in relation to your customers?
- Who are your customers?
- How would you describe your customer care culture and values?
- How effective are your current practices?
- What are the gaps in practice?
- What is the impact of your behaviour to the customer relationship?
- How can you develop the skills necessary in the customer relationship?
- What changes should be made?
- For yourself
- Your team
- The organisation
We would expect programme participants to gain;
Increased awareness of:-
- the characteristics of excellent customer care;
- the profile of their customer base
- the strengths and weaknesses of the current approach to customer care;
- the differences between a one off customer interaction and developing a relationship over time;
- the contribution that they might make as individuals to improving service quality for your customers;
- different styles and approaches to customer care and the impact that these differences make for customers;
- the culture required to increasingly value customer care internally and externally
The skills to:-
- mentally prepare before dealing with customers;
- interact with confidence and assertion;
- avoid the pitfalls which pull individuals negative relationships with customers,
- create and reinforce positive perceptions of One Vision;
- deal positively with complaints and challenging behaviour;
- turn negatives into positives ; and
- stay calm and remain positive.
- deal effectively face to face with customers
- listen and question effectively
- ensure that they prioritise the delivery of service to customers
The motivation to:-
- reflect on own attitude towards customer care;
- commit to making customer care central to their work, and
- take personal responsibility for taking action to provide excellent customer service.
Programme costs including BCA certificate of attendance: £75 per person
Start Time: 09:30
End Time: 16:30