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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Customer care skills for challenging customers

9 December 2015


Some customers are easy to deal with; they make a request and are happy with the answer. Others are not so easy; they are demanding and can sometimes display behaviour which can be seen as difficult. This practical course looks at how to handle such behaviour without compromising the care that your customers expect.

Learning Outcomes/objectives

By the end of this course you will be able to:

  • Identify good customer care
  • Define levels of difficult behaviour
  • Understand methods for defusing tense situations
  • Explain reasons for situations becoming difficult
  • Identify key strategies for excellent customer care
  • Examine the issues of terminating calls and interviews

Who should attend

The course is an open course to all organisations and individuals involved in Housing and interested in Customer Care for Challenging Customers.

All frontline staff and their managers who deal with customers face to face.

Trainer Info

Jack Moore, consultant

Jack Moore is a nationally respected equality, diversity, inclusion and customer services trainer and consultant with a range of public and private sector clients. With a successful public sector background and an understanding of the variety of client groups, he has the proven ability to put theory into real-life customer related scenarios and examples.

Jack has previously delivered this training for groups across the UK. The programme content has been revised to reflect the specific dynamics of the Republic of Ireland legal and social context.

Dates & Locations

Date: Wednesday 9 December 2015

Location: Galway County Council, Prospect Hill, Galway

Time: 09:30-16:00


Standard Rate: €150 + VAT

Member Rate: €120 + VAT

10% discount will be given to organisations who have made multiple bookings

To book contact Tricia O'Keefe on Tricia.O' or +353 (0)1 656 4160, alternatively you can register via the book button on this page and we will subsequently contact you for payment

Terms and conditions

Please read our terms and conditions carefully before you book.



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