This workshop is committed to unlocking the remarkable potential of positive customer service to elevate social housing customer experiences.
Its central aim is to equip participants with the essential tools and inspiration required to adopt a tenant-focussed approach in their interactions. This approach is founded on the development of a constructive mindset, the nurturing of suitable behaviours, and the refinement of communication competencies.
Topics covered include:
- Customer service in social housing
- Choose your attitude
- Empowering beliefs
- Customer empathy
- Levels of listening
- Valuing differences
- Teamwork to support the customer experience
Time zone
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
In this workshop you will learn how to:
- Apply commercial aspects of customer service to the social housing sector
- Recognise that we do have a choice of attitude in every moment
- Test the impact of core beliefs on service outcomes
- Arrive at a common understanding of the term empathy
- Recognise strategies to incorporate empathy into customer service
- Explore ways we impede or block empathy
- Identify ways to unlock higher levels of listening
- Apply a framework for identifying and valuing different behavioural styles
- Analyse current application of productive attitudes and behaviours in a cooperative setting
- Specific takeaway actions that you can apply in your work
Delivery format
- A 3-hour interactive workshop via Zoom
- Participants need access to PC/Laptop with speakers, microphone and webcam
Who should attend:
This workshop is suitable for all government and community housing employees working directly with tenants, who wish to strengthen their adoption of a positive approach to service and enhance the service experience they create.
Non-Member
Affiliate Member
All other Members
Where applicable, GST will be applied