Customer service

  1. image-Communicating-with-older-people-square-IH.jpg Communicating with older people

    As people age, their sight and hearing can deteriorate, resulting in isolation, frustration and confusion. Simple changes we can make, in terms of communication and how we present information, can help alleviate some of the issues.
  2. image-Effective-complaint-handling-square-IH.jpg Complaints: Effective complaint handling

    There’s no place to hide. Organisational reputation is of increasing importance in the era of Glassdoor, TrustPilot, TripAdvisor and other crowd-sourced open contribution sites. The ways in which organisations respond to those individuals and groups who are dissatisfied with their product or service goes a long way to restoring faith and trust. This workshop helps organisations to examine issues surrounding this area.
  3. image-Complaints---values-into-action-square-IH.jpg Complaints - High quality written responses to complaints - values into action

    When people complain they want to be heard, understood and dealt with fairly. Responding to complaints is an important task often carried out by people who are not communication specialists.
  4. image-Customer-journey-mapping-square-IH.jpg Customer journey mapping

    Ever wondered what it’s like to be one of your customers or residents? Ever test-driven your service or asked one of your customers in detail how it was for them?
  5. image-Customer-service-is-where-it-starts-square-IH.jpg Customer service is where it starts – The New Deal for Social Housing
  6. image-Mystery-shopper-square-IH.jpg Mystery shopping – Becoming a mystery shopper - training for service users, tenants residents and customers

    Mystery shopping is a valuable tool within the customer insight collection toolkit. It’s a brilliant way to gather high quality objective data relating to customer service and it requires a number of people who are ready, willing and able to shop.
  7. image-Mystery-shopping-–-designing-a-programme-–-square-IH.jpg Mystery shopping – designing a programme

    Do you need an effective tool to gain insight into your customer needs? Do you want to improve customer service? Would you like to seek out good practice and check that your employees are delivering the right messages? Welcome to mystery shopping!
  8. image-Ombudsman-square-IH.jpg Ombudsman - from early resolution to the Ombudsman - complaints management masterclass

    Poorly handled complaints lead to dissatisfied customers, additional time and management costs and unwanted distractions for staff.