4231 - Customer Service Skills / Sgiliau Gwasanaeth Cwsmeriaid

Date:09:00 8 November 2017 until: 16:00 8 November 2017

Event Type: Training

Venue: CHC offices, Cardiff

Training Type: General

Accredited Training Price: £ 169.00

Non Accredited Training Price: £ 145.00

WHY YOU SHOULD ATTEND:

Housing Associations across Wales are seeing a vast increase in the amount of contact they are having with their tenants. This is due to the implementation of universal credit and the lowering of the benefit cap, and therefore the focus of customer service is now more important than ever.

In addition to this housing associations are being required to ‘fill the gap’ left behind as other public services have been cut, and are now entering increasingly competitive areas of business where competitors already have a solid customer services team.

This course is designed to equip your staff with the knowledge and skills required to deliver the best service they can to tenants and potential tenants of your organisation.

TARGET GROUP:

This course is essential for all frontline staff who deal with or are likely to deal with tenants on a regular basis.

This course aims to help staff:

  • Manage expectations of tenants
  • Prioritise multiple issues
  • Have quality conversations with tenants to gain relevant information
  • Realise the importance of customer care in maximising profit
  • Realise the damage that one bad customer experience can have on an organisation
  • Gain valuable feedback from tenants to improve future services and engagement

 

PAM Y DYLECH FYNYCHU:

Mae Cymdeithasau Tai ledled Cymru yn gweld cynnydd enfawr yn faint o gyswllt a gânt gyda'u tenantiaid. Mae hyn oherwydd gweithredu credyd cynhwysol a gostwng y cap ar fudd-daliadau, ac felly mae ffocws gwasanaeth cwsmeriaid yn awr yn bwysicach nag erioed.

Yn ogystal â hyn, mae'n ofynnol i gymdeithasau tai 'lenwi'r bwlch' a adewir wrth i wasanaethau cyhoeddus eraill gael eu torri, ac maent yn awr yn mynd i feysydd busnes cynyddol gystadleuol lle mae gan gystadleuwyr eisoes dîm cadarn o staff gwasanaethau cwsmeriaid.

Cynlluniwyd y cwrs i roi'r wybodaeth a'r sgiliau mae eich staff eu hangen i gyflwyno'r gwasanaeth orau a allant i denantiaid a darpar denantiaid eich sefydliad.

GRŴP TARGED:

Mae'r cwrs hwn yn hanfodol ar gyfer pob aelod staff rheng flaen sydd neu sy'n debygol o ddelio gyda thenantiaid ar sail gyson.

Mae'r cwrs yn anelu i helpu staff:

  • Rheoli disgwyliadau tenantiaid
  • Rhoi blaenoriaeth i faterion niferus
  • Cael sgyrsiau ansawdd uchel gyda thenantiaid i ennill gwybodaeth berthnasol
  • Sylweddoli pwysigrwydd gofal cwsmeriaid wrth gynyddu elw
  • Gwireddu'r difrod y gall un profiad cwsmeriaid gwael ei gael ar sefydliad
  • Cael adborth gwerthfawr gan denantiaid i wella gwasanaethau ac ymgysylltu yn y dyfodol

Resources:

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