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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Handling complaints - Dublin

25 April 2018


This course will provide participants with the crucial skills and confidence to improve their handling of customer complaints with the goal of reaching a satisfactory solution that increases customer and tenant satisfaction and loyalty.

The course is centred on Complaints Policy and Procedures with particular reference to recent leglisative changes in landlord and tenant obligations.

The core objective is to prevent complaints escalating and having transparent processes for all parties involved in disputes.

Participants will be encouraged to share their experiences and join in discussion.

Sample policy and procedure documents will be provided.

Learning Outcomes

Introduction to Customer Complaint Handling

•Understand why customers complain

•Identify the benefits of handling complaints effectively

•Preventing housing related ‘service niggles’ becoming full blown complaints

•Taking responsibility at an early stage

•Recording and monitoring stages of complaint handling

Managing Customer Complaints

•Managing the issue and not the customer

•Handle aggressive or abusive customer behaviour

•Understand the impact of ‘red rag’ words and phrases

•Customer conflict techniques to suit a range of situations

•Master your own emotions when dealing with customer complaints

•Having clear policies and procedures

Effective Communication Skills

•The art of building customer rapport

•Use positive body language (if dealing with customers face to face)

•Tone pitch and pace (if dealing with customers over the telephone)

•Learn communication styles to respond accurately to both introverted and extroverted customers

Generating Customer Loyalty

•Identify key listening techniques

•Asking open and closed questions

•How to respond effectively to your customer needs

Who should attend

This is a one day course designed for any front line officer who has responsibility for handling complaints. It will be particularly beneficial to:

•Housing Officers

•Neighbourhood Officers

•Tenancy Enforcement Officers

•ASB case Officers

Book your place today

Please complete the online booking form to book your place.

Please see our full terms and conditions before making your booking

Dates & Locations

Date: 25 April 2018

Location: Housing Agency, Dublin


Member rate: €110

Non-member rate: €120

Terms and conditions

Please see our full terms and conditions before making your booking



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