The connected service programme – making customer service extraordinary

With service excellence, there are no losers. Customers win. Employees win. The organisation wins. Delivering first-class service is a successful strategy for everyone.

The connected service programme – making customer service extraordinary

Customer service training

Perfect for everyone in the housing sector, this course aims to empower your team with innovative customer service skills to deliver a professional level of service to your customers.

Looking to deliver a more professional service to your customers? Whether your goal is to enhance customer satisfaction, increase customer loyalty or simply deliver a more professional customer experience, HQN’s Customer Service Training can also be adapted for in-house delivery.

What is CSP?

This is a programme that puts human needs at its core; because ultimately service is for humans by humans.

Why is this important?

A service need, in our context, is largely generated by a person with a need or demand. Thankfully we are still in an age where a great deal of our service is still delivered by people and not robots (watch this space on that!) So, we have human needs being fulfilled by humans.

All too often, service programmes focus solely on process: complaints process, call handling process, the journey process – and miss out the fulcrum that holds it all together. The jewel in the crown, the person handling and caring for customers.

The Customer Connect programme has two key areas of focus. We bring together the people and process aspects of service, enabling teams and organisations to realise a different level of possibility when it comes to surprising and delighting customers in every moment.

What will it give delegates?

  • An understanding of why Connected Service is vital and the difference it makes to EVERYTHING
  • Knowledge of the mindset and behaviours that a Connected Service Agent must learn and put into practice
  • An understanding of how to take personal responsibility for delivering Connected Service – even in the toughest of circumstances
  • Practical solutions and steps to follow for each stage of the Connected Service Cycle.

Who would this programme suit?

  • Anyone with a passion for service
  • Service leaders and front-line representatives
  • Anyone with interest in increasing service levels from a team and organisation level.

Andrew Waite

Customer services Andrew Waite

Andrew’s experience and support from front line to Board level has supported many organisations in both business and charitable sectors. Andrew was previously CEO at one of the Mencap charities, is currently Chair of Board of Trustees at Barnet Mencap. He was CEO at a Children and Families charity and is a visiting Lecturer at University of Bedfordshire as well as a previous Guest Lecturer at University of Greenwich. He specialises in supporting charities and companies with a social conscience, including those in the housing sector, supporting hard to engage communities and education for people with mental health, learning and physical disabilities.

Andrew works at a strategic level to sustain and grow organisations along with supporting leadership and management teams to engage their employees and deliver service excellence.

Andrew’s Membership:  Association of Chairs (AoC), Society for Education and Training (SET) and Gay Professionals Network (GPN).

National Diversity Award Nominee: Positive Role Model 2013 & Positive Role Model Disability 2016.

Colleen Horne

Customer serviceColleen Horne

Colleen has been working in the field of people transformation for over 15 years with experience in a diverse set of industries from retail to utilities, housing, service organisations and the financial industry.

From her earlier management career in the service-led world of hospitality and retail through to her later roles in Learning & Development, facilitation and team/leadership she has gained not only a sound commercial and service background at the sharp end of business, but also a deep understanding of the power of culture and workforce engagement within a customer-centric environment.

Colleen’s service work has won national and international awards with housing associations and contact centers and she has had great successes within major customer-facing companies including Starbucks and Asda, developing team culture; designing and delivering many successful and creative development and change programme’s for all levels; liaising and consulting at a senior level, building relationships with clients and stakeholders, plus managing budgets and ROI measures.

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