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 the connected service programme?

This is a programme that puts human needs at its core; because ultimately service is people to people.

Why is this important?

Service, 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 is still delivered by people.

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

The connected service programme has two key areas of focus is to enable teams and organisations to realise a different level of possibility when it comes to surprising and delighting customers in every moment.

Agenda for the day              

  • Framing: What is service / What is extra-ordinary / What difference does it make to you? Your organisation? Your culture?
  • People: Service / Mindset / Behaviours
  • Behaviours and values
  • Connected service loops
  • Complaints and service recovery.

Who would this programme suit?

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

Martin Bennett

Customer service Martin Bennett

Martin has over 20 years of business experience working with organisations as an HR consultant and coach. He has previously worked as an HR Manager within an ALMO (Arms Length Management Organisation) delivering housing services on behalf of Rotherham Council.

His career spans many sectors, both public and private, and he has also worked in Australia for a number of years in HR leadership roles. Martin also delivers executive and development training, and he believes positive psychology is key to enabling individual and organisational growth.

Martin is a visiting lecturer at the University of Bedfordshire. He has obtained an MSc in Human Resource Management, an LLB Law degree as well as a Level 7 Diploma in Coaching.

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.

Finalists: Governance Professional of the Year 2019

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