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-Complaints-management-workshop-square-IH.jpg Complaints: A practical, interactive workshop on effective complaints management – half-day course

    Complaints are not only costly in time and resource but can cause significant reputational damage. The higher they escalate, the bigger the impact on resources especially once they reach the Ombudsman or social media.
  3. 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.
  4. 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.
  5. image-CJM workshop square IH.jpg Customer journey mapping workshop – half-day course

    The Social Housing White Paper puts tenants at the heart of our services. Getting the experience right saves the organisation and the customer time, money and effort.
  6. image-Customer-service---making-the-most-square-IH.jpg Customer service – making the most of your telephone and digital interactions

    Covid-19 has made us all rely far more on telephone and digital interactions than ever before – it's time to brush up on our skills.
  7. 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.
  8. 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!
  9. image-Nudge-theory-workshop-square-IH.jpg Nudge theory: A practical workshop on nudge theory – half-day course

    Have you ever wondered what it would be like if you could encourage tenants to keep to the tenancy agreement without having to issue warnings or threats?
  10. image-Nudge-theory-square-IH.jpg Nudge theory: Eyes on the prize – putting nudge theory into practice

    A one day workshop covering the science behind behavioural insight and nudge theory as well as an opportunity to put theory into practice.
  11. image-Using-nudge-theory-square-IH.jpg Nudge theory: Using nudge theory to engage customers

    Nudge uses positive reinforcement and indirect suggestions as ways to influence the behaviour and decision making of groups or individuals. It has been effective in a variety of situations, both within and outside the housing sector.
  12. image-Dealing-with-customer-stress-square-IH.jpg Stress: Dealing with customer stress – helping customers with their stress levels during the Covid-19 crisis

    Helping customers deal with everyday stresses as well as the fear of financial ruin, job loss, social isolation, contagion, illness and death is vitally important.