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

The next level of customer care


This session has been developed to take the customer care delivered at your organisation to the next level by adding layers of understanding about your customer journey and how to respond to their high expectations.

What you'll learn

Following the course attendees will be able to:

  • Understand your customer mix and how to establish and maintain rapport.
  • Understand your customer pathways and explore the gaps in your excellence.
  • Explore service boundaries and create effective processes to manage the interactions.
  • Develop clear customer service expectations for your people.
  • Learn how to manage difficult communications with your internal and external customers.
  • Create your customer charter.

Who should attend

This session has been designed with all levels in mind and is therefore suitable for frontline staff and managers.

Trainer Info

Tom Bamber

Extra Info

Duration: 1 full day

CPD: 5 Hours

Dates & Locations

4 November 2019, London


Member price £149 + VAT

Standard Price £199 + VAT


Members: Click on login to book and enter your username and password.

Non-members: Click on book and register your details.

If you experience any difficulties please call us on 02476 851789 or email us at 

Payment: You can request that we invoice your employer or make payment via credit/debit card. Please note all invoices must be fully paid before the event takes place.

The delegate price includes a comprehensive delegate pack, handouts, all refreshments and lunch.

Terms and conditions

Please click here for our terms and conditions



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