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Customer Service – Making a Difference

Event details

Date: 19.04.2022
Time: 09.30 – 15.00


via Zoom
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Member CS 190422
$ 250.00
NonMember CS 190422
$ 270.00

Social housing is a sector where our main customers (our tenants)  can’t always choose their provider and success is not always measured in profits,  However , our customers’ expectations are rising.  Providing excellent customer service is vital to the reputation and overall success of every organisation and the people that work there.

This workshop provides delegates with ideas and tools , based on their own job role, that can easily be taken back to the workplace and implemented  immediately,  to improve the customers’ experience of the service you provide.

On this workshop, delegates will:

  • Clearly identify the customer
  • Consider the do’s and don’ts of customer service and measure themselves against them
  • Explore effective ways to communicate and their own unconscious bias
  • Describe how being customer focussed influences the success of their organisation
  • Build their customer brand
  • Fill service gaps and develop methods of creating a great customer experience

What’s included:

  • A 4-hour on-line workshop with comfort breaks and a break for lunch
  • Join the workshop from any device, laptop, desktop, tablet or mobile phone
  • A dedicated course portal containing self-study and e-learning exercises
  • Downloadable materials

The workshop would be suitable for:

  • Anyone who wants to develop and improve their customer service skills and behaviours, whether customer facing or back of house.


Jo Leckie Image

Jo is a talented, enthusiastic, and motivational facilitator and coach who prides herself on delivering memorable training that translates to the workplace.  She utilises accelerated learning techniques to deliver lively, interactive, and engaging on-line and in person workshops.  Jo holds an Honours degree in Housing Studies from De Montfort University along with a Level 4 Certificate in Learning and Development and an ILM Certificate in Coaching.

Jo has forged a career in social housing over the last 25 years, holding senior management roles for some of the largest landlords in the UK and latterly Australia.   She is known for being passionate about customer service excellence, putting the customer at the heart of the service and delivering a commercial business model with a social purpose.   She is an accomplished senior manager with extensive experience of working remotely and leading a remote and diverse workforce.