Customer service – making a difference

Social housing is a sector where our main customers (our tenants) can’t always choose their provider and success is not always measured in profits.

Customer service – making a difference

Customer service - making a difference However, our customers’ expectations are rising. Providing excellent customer service is vital to the reputation and overall success of every organisation and the people that work there.

This workshop provides delegates with ideas and tools, based on their own job role, that can easily be taken back to the workplace and implemented immediately, to improve the customers’ experience of the service you provide.

On this workshop, delegates will:

  • Clearly identify the customer
  • Consider the do’s and don’ts of customer service and measure themselves against them
  • Explore effective ways to communicate and their own unconscious bias
  • Describe how being customer focussed influences the success of their organisation
  • Build their customer brand
  • Fill service gaps and develop methods of creating a great customer experience.

Added value

On-line self-study and downloadable materials to compliment the virtual classroom workshop.

Who should attend?

Everyone who wants to develop and improve their customer service skills and behaviours, whether customer facing or back of house.

Jo Leckie

Customer service Jo Leckie

Jo Leckie is an enthusiastic and motivational facilitator with a keen interest in behavioural insights. She utilises accelerated learning techniques to deliver lively, interactive and engaging workshops. She holds an Honours degree in Housing Studies from De Montfort University along with a Level 4 Certificate in Learning and Development.

Jo has worked in the social housing sector for over 25 years, holding senior management roles for some of the largest landlords in the UK and Australia. She is known for being passionate about customer service excellence, putting the customer at the heart of the service whilst delivering a commercial business model with a social purpose.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing