Suitable for:       All What does this mean?

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.

Understanding the different journeys that customers take is an incredibly powerful technique to see and improve the customer experience.

Knowing how to map the customer journey and spot the little changes that can make an enormous difference is vital – that’s why we’re running a journey mapping workshop.

  • Read more

    Our facilitator Nigel Greenwood has 30 years’ experience in journey mapping both as a practitioner and a trainer. He has run workshops worldwide and had three books published on the customer experience.

    The added bonus – Nigel is new to the social housing sector and approaches this training with fresh eyes. In his words:

    “When mapping your customer journey, you need to see the organisation as a customer or user does – and that means knowing as little about the sector or organisation as a customer would. Journey mapping is a great technique, but the real secret is in knowing what questions to ask. What seems obvious to an employee may not be to a user or customer”

    This interactive workshop will:

    • Explain the six principles of great customer experience and how they fit into customer journeys
    • Demonstrate a simple technique for creating a customer journey map
    • Explain the necessary questions and techniques to really look through the customers’ eyes
    • Get you mapping your customer journeys so you can practice and get feedback and help on the day.

    Nigel will ask the questions the sector has forgotten about and will challenge our assumptions and ways of working. Be prepared to rethink and refresh your approach.

    Who should attend?

    This training is essential for everyone – staff, team leaders and managers – with responsibility for reviewing, or have an interest in, service improvement, particularly those who want to improve services based on a tenant centred approach. It is really useful for staff and managers involved in tenant engagement and scrutiny. It assumes little or no previous knowledge of customer journey mapping so is ideal for anyone wanting a basic introduction.

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

Dates and prices

28 September 2022
10:00am - 1:00pm
Book now

Members:     from
Non-members:     from

29 November 2022
10:00am - 1:00pm
Book now

Members:     from
Non-members:     from

We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we’ll be in touch.