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"The Welfare Reforms workshop is extremely beneficial for staff, tenants and board members in ensuring organisations can pro-actively prepare to minimise the negative financial impact of these major reforms, on future income received from Housing Benefit and on arrears. "

Maria Murphy,
CEX, Derby Homes

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PhoneCoach, customer services training - The course to learn excellent and effective customer service skills

  • Improve your customer service skills both face to face and over the phone
  • Learn how to take control of conversations
  • Build trust across teams and reflect the values of your organisation
  • Make customer service your unique selling point
  • Practically apply learning in a safe environment


This practical course concentrates on three areas vital to developing excellent and effective customer service skills: good technique, improved communication skills and a confident approach. The course includes techniques that can be used to develop relationships with customers and improve communications across teams and organisational wide. It enables organisations to work smarter to achieve your outcomes giving you a competitive advantage.

The best way to develop any skills is by practising it; discussing it, watching videos, listening to people, reading notes all help but practice is what helps most – especially practice which can be reviewed and analysed in a safe training environment without the pressure of the job and without a real customer on the other end of the line. This course allows delegates to role-play with up to 12 people on each course and really benefit from being able to listen back immediately to their conversations, allowing them to make mistakes in a safe learning environment NOT with real customers.

In addition, the course will give attendees a number of easy to use techniques that will promote a positive outlook, improve attendees' frame of mind and will enable them to achieve your goals and targets.

Your goal shouldn’t just be exceptional customer service; it should be consistently exceptional customer service. Achieve this and you not only demonstrate a positive, can-do approach that creates loyal customers, you do it again and again, building trust and an enduring reputation. This course looks at the key techniques to help you do just that.


The training includes the following but can be tailored to meet your requirements:

  • Overview of the reason for service – why are you here?
  • Who are your customers/stakeholders?
  • Communication fundamentals
  • Customer expectations and the importance of good customer service
  • Customer care and developing the customer relationship
  • Interpersonal communication and first impressions
  • Develop excellent face to face, telephone and email communication skills
  • The reasons for good and bad service – attitude, attention and quality of service
  • Customer rights and barriers to communication
  • How communication is key to getting it right
  • How to deal with difficult conversations and situations - deliver on promises even if its bad news
  • Understanding the reasons why tenants become frustrated or angry
  • Handling dissatisfied, angry and upset customers and stress in service situations 
  • Dealing with customer complaints and problem resolution 
  • Workshop session - learning log and action plan


This in-house course, is endorsed by a large, national housing association who said:

‘No training can be a panacea but it certainly helped support our journey and the good practice from other organisations, associations and the private sector was invaluable. I would personally recommend this training if you want to see results'.


People who will benefit greatly from attending this course are:

  • All staff and managers involved in the collection process who deal with the public either over the telephone, face to face or by email
  • Housing staff
  • Contact and call centre staff
  • Staff responsible for collecting tenant profiling data


What will they learn:

  • Maintain a consistent and proactive approach to customer service
  • Build strong relationships with internal and external customers
  • Gain key skills in excellent communications, a confident approach and new techniques
  • Dealing with callers in a professional, efficient manner
  • Best practice, tips and techniques to improve performance
  • How to build trust and an enduring reputation for continuously delivering excellent customer services
  • Transfer of learning – training that can be cascaded to new starters


This is a first class course which provides measurable financial outcomes and is exceptional value for money. The training receives excellent feedback from staff who attend and is bespoke to suit each organisations requirements and to ensure that your key messages to staff are delivered. The training is tailored to suit your needs from a half day overview workshop to a full-day or a two-day detailed course. If your goal is to continuously deliver excellent customer services, then this course is for YOU.

If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network on T: 01246 413791 or E:


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LIN trainer Roys Ibbotsons’ career has involved managing and collecting Local Authority Revenues and Housing Debts since 1974 until he joined a major Debt Collection Agency as their Housing specialist. 

In 2002 Roy joined Kirklees Neighbourhood Housing (KNH) to head the Rent Arrears Recovery Unit and his team reduced the current arrears from £4.2m to £1.78m over the next 4 years. KNH were awarded 3 stars as an excellent ALMO by the Housing Inspectors during that time. 

Roy now delivers training in best practice in Housing Income and Sundry Income for both Local Authorities and Housing Associations. Roy also carries out consultancy work in both of those fields, conducting reviews of current practices and making recommendations on how performance can be improved. All training and consultancy can be tailored to meet your exact requirements. 


LIN trainer Paul Haste has had a varied and successful career in senior management positions having spent over 33 years in a local government environment.  Paul’s last post in local government was Revenues Manager at North Tyneside Council where his remit involved the billing, collection and recovery of local taxation and sundry debts, the latter including the likes of Former Tenant debt and HB Overpayments.

In 2006 he joined Rossendales, a leading debt collection agency as a consultant and account manager and is now lead trainer and consultant for LIN.

Paul also delivers comprehensive training involving telephone negotiation skills with emphasis on the very successful PhoneCoach product linked to debt collection and customer care techniques.

As well as promoting the theorist approach, Paul can also relay his personal experiences having been actively involved in managing front line staff who dealt with local taxation, housing, sundry debt and benefit related enquiries.


LIN trainer Rebecca Wilkie has 16 years experience, 7 of which are at a senior level delivering all aspects of Housing Management at both operational and strategic levels improving and reshaping services. She has, working as part of a management team, taken an ALMO from zero stars in 2005 to three stars from the Audit Commission in 2010.

She has extensive experience in writing, consulting on and implementing policies, procedures and strategies and has worked as part of a small team developing and delivering training and briefings to well over 500 members of staff, partners and customers as well as leading consultation sessions.

Rebecca has worked to transform services and implemented new initiatives including introducing new structures and IT systems. With the responsibility for Financial Inclusion, working with staff and partners, she has been able to ensure that arrears and legal actions are kept to a minimum with evictions reducing year on year for the past five years.

Rebecca offers a wealth of experience in training having an informal and inclusive style that engenders trust and openness within groups.


If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network, to discuss bespoke training on T: 01246 413791 or E:

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