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Managing, processing and responding to complaints in the housing sector is essential for building a strong relationship with customers.
Effectively dealing with complaints not only improves relationships but can make employees more productive and increase productivity.
This programme looks at improving the process tools, strategies and behavioural techniques to ensure customer complaints are handled more effectively in future.
Course dates coming soon...
Please register interest below and we will keep you updated
The importance of successfully managing complaints can often be forgotten. This can prove to be detrimental to a business – especially in the housing sector.
A simple and effective complaints management procedure will improve efficiency and ultimately reduce complaints overall.
These potential improvements are further broken down into three key sections;
Personal Skills –
Welcome and Introductions
The Customer Service Strategy and Process in the Housing Association- Customer Services measurements and metrics- Identifying the correct route for complaint resolution- What is the internal escalation pyramid and when is it adopted- What are the current levels of authority and who are the decision makers- Understanding the external escalation process including the role of the Housing Ombudsman Service
Technology changes and the impact on customer service- What changes have happened to date and expected in the future- Online communication – when and how to respond
Communication and Negotiating Skills- What are the key communication and negotiation skills- When and how to adopt them- How to develop and improve your skills
Managing Challenging Customers- How to deal with conflict- Understanding what your customers mean, not what they say
Improving Customer Service- Developing a cohesive approach across all Departments- Identifying trends through management information- When and how to signpost to external support such as Community partnerships
Outcomes- How to take it back to the workplace- Agreed actions- Feedback
No dates are available.
Anyone connected with effective resolution of complaints within the Housing Sector, including Directors, Senior Managers, Call-Centre Managers and teams.
All dates & locations
Who should attend?
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