Customer Satisfaction

£249.00


Date:
23.04.24

Time: 9:30 – 12.30

Duration: 3 hours 

Delivery: Online via Teams

 

Out of stock

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Are you looking for a little extra support in relation to topical and crucial areas of ASB service delivery? Perhaps you don’t have the budget to commission direct consultancy support, or already have the internal expertise and simply want the opportunity to benchmark with others?

Our Work With Me masterclasses may be the answer.

These are not training sessions, rather dedicated time to spend with one of the specialist team at Green & Burton ASB Associates to ask questions, seek support and sound out ideas. Without the cost that comes from doing this as a single organisation.

These sessions are, therefore, aimed at supervisors, managers, and policy writers.

Groups are limited to 10 attendees to ensure that you get the time and space to seek the advice you need, as well as creating a network of connections for ongoing peer support.

How much emphasis do we actually place on customer satisfaction? Is it just percentages on the pages of an annual report, or can it be used as a worthwhile catalyst for improving service delivery?

Customer (and victim) satisfaction is integral to the success of the ASB case management process. Learning directly from the experiences of people who have suffered ASB can bring about positive change in terms of quicker responses, more effective partnership working, greater access to support options and sustaining neighbourhoods.

During this Masterclass, we will be looking beyond the data to explore what this means for our communities. Can things be done differently, is it a true representation of the local ASB picture and are there any missed opportunities that increase potential risks to residents.

The regulatory spotlight and consumer standards require greater accountability from Registered Housing Providers when it comes to listening to customers and understanding their needs. It will also help to identify opportunities to use customer satisfaction as a mechanism for facilitating participation in the ongoing development of the ASB case management process and related policies.

This masterclass will be hosted by Darren Burton (Partner, Janine Green ASB & Associates). Much of Darren’s work has focused upon facilitating effective customer engagement, developing successful partnerships and achieving positive outcomes for victims of ASB.

This masterclass will be relevant and of interest to all customer-facing and managerial roles in ASB, Housing Management, Complaints Resolution, Resident Involvement, Quality Assurance, Tenancy Sustainability and more.

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