Providing maintenance for Choice Housing

Bespoke Customer Service Training

Choice Services were established in May 2017 as the new inhouse maintenance team for the 4,500 tenants of Choice Housing, one of Northern Ireland’s largest housing association.


Choice Services

The Brief

Customer Sense’s Lynda Willis was asked to design and deliver bespoke customer service training to 50 staff in Choice Services.  This was to establish standards of behaviour in interacting with tenants and internal colleagues, whether face-to-face, on the telephone or by email.

The Methodology

After a detailed briefing from Wilton Farrelly (Managing Director of Choice Services), the course content was developed.  This included role plays, group activities and videos.  To fully understand the challenges faced by the maintenance engineers, Lynda Willis spent a morning with an electrician and met a number of tenants.

All delegates completed their own workbook and the course culminated with a short test to ascertain that successful learning had taken place.

Each person attended two morning sessions – one in July 2017 and the other in August 2017.  Course attendance certificates were produced too.

Success Story

Interaction was excellent in each training sessions and subsequent feedback was very positive.  There was also evidence that engineers applied the course content in their daily interaction with tenants.