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NIFHA | Events | Event Booking
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Event Booking

Complaints Handling - training workshop

Man and woman unhappy with woman in uniform in office setting

Friday, 20th September, 9.30 am - 12.30pm at NIFHA.

TRAINER - JACK MOORE TRAINING SOLUTIONS

At this half-day workshop Jack Moore will deliver a relaxed and informative course (no role play!) which is aimed at those who are responsible for dealing with customer complaints and front line housing staff dealing with customers.

  • Preventing housing related ‘service niggles’ becoming full blown complaints
  • Taking responsibility at an early stage
  • Managing the issue and not the customer
  • Handle aggressive or abusive customer behaviour
  • Understand the impact of ‘red rag’ words and phrases
  • Master your own emotions when dealing with customer complaints
  • The art of building customer rapport
  • Understand how people differ and recognise hidden impairments such as mental illness
  • Use of positive body language (if dealing with customers face to face)
  • Use of tone, pitch and pace (if dealing with customers over the telephone)
  • Learn communication styles to respond accurately to both introverted and extroverted customers
  • Identify key listening techniques
  • Asking open and closed questions
  • How to respond effectively to your customer needs.

This course aims to provide relevant housing participants with the crucial skills and confidence to improve their handling of customer complaints.

NIFHA Members £65 + VAT

NIFHA Associates £70 + VAT

Non-Members £80 + VAT

(lunch included)

NB: Cancellation of events
If, by the closing date, NIFHA has not received sufficient bookings to make an event viable we reserve the right to cancel. If NIFHA cancels an event the fee(s) will be refunded in full
If a place has been booked and cancelled less than 2days in advance of the workshop event, the place will be charged for. Cancellations earlier than this will be refunded. For those unable to attend an event, a substitute delegate may be sent at any time at no extra charge.

 

 

Registration Details

Primary Details

Minimal mandatory information required for every person.


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