Advice Service Customer Care

I have been asked to do a day of customer care training for Housing Advisors, to include quality issues such as keeping clients waiting (or not!), and communication skills (listening and interviewing, and breaking down complex legislation into lay terms).

The Advice Service is both face-to-face and over the phone.

Too many ingredients in this cake?!

Any comments or suggestions most gratefully received.
Louisa Hare

I have been asked to do a day of customer care training for Housing Advisors, to include quality issues such as keeping clients waiting (or not!), and communication skills (listening and interviewing, and breaking down complex legislation into lay terms).

The Advice Service is both face-to-face and over the phone.

Too many ingredients in this cake?!

Any comments or suggestions most gratefully received.
Louisa Hare