Delivering customer service excellence
Course Overview:
2 DAY WORKSHOP
The ability to consistently deliver high-quality customer service has never been more essential for those providing social housing services. The Social Housing (Regulation) Act 2023 sets new standards for customer service, regular monitoring progress towards achieving them and transparency in reporting on performance. It is also one of the key areas evaluated by the regulator when assessing providers.
Our two-day workshop focuses on developing the vital role of the Call Centre Operative in your organisation. As the first point of contact for a whole range of topics we will provide your team with the knowledge and skills to inspire confidence; demonstrating the behaviours that engender a
truly tenant focused approach.
Delivery method
Upkeep Training is working in partnership with Hummingbird Communication Coaching to deliver a unique learning experience. Combining traditional classroom techniques with scenario based learning, students will be able to put their knowledge into practice and gain the essential tools to deliver the highest quality customer service. Scenario based learning is a widely used method that uses actors and drama-based training to develop skills and install confidence with communication.
What the course consists of:
Participants will:
- practice challenging conversations in recreated scenarios with an actor; with room to make mistakes in a safe environment
- engage in ‘experiential learning’. They will learn by doing, feeling and experiencing a believable scenario
- receive valuable feedback from both the actor and facilitator which will improve confidence, build resilience, improve skills in customer service and enhance career progression.
Learning Objectives:
By completing the workshop you will:
- Understand and clearly communicate your residents’ rights and responsibilities in accordance with your legal responsibilities
- Explore your organisation’s social parameters and consider how they affect your relationship with residents
- Understand the impact of good and poor customer service on your residents’ health and wellbeing
- Be able to deal confidently and effectively with customers’ issues
- Have the tools and techniques to continuously build your resilience
- Know how to handle sensitive topics and situations from callers including illness, those with a disability, recently bereaved and callers contemplating suicide
- Understand how to act and deliver your messages in an inclusive way
- Reflect on your personal motivation and drive to support your residents
- Consider the impact of your skills, attitudes and behaviours on your residents, organisation, colleagues, and your own performance
Who should attend?
For managers of Call Centre teams, you will have the confidence that your residents are receiving the correct information and guidance and that they are getting the very best level of service when they engage. You will also know that your teams are confident in their abilities and have the strength and resilience to deal with the most sensitive of situations.
Price:
Contact us for a quote.