Customer Service Essentials
Course Overview
Individual Course
Gain insights into communication, behaviour, and problem-solving to elevate client satisfaction.
Your team should be perfectly prepared to deliver your company ethos with confidence and enthusiasm. We’ll delve into human behaviour and explore body language to help your staff determine the most successful way to communicate with residents, clients, and contractors. We’ll share the importance of personal appearance and how to work with both professionalism and resilience.
3-in-1 training bundle
Fire Training, Health & Safety and Customer Service Training Bundle
Our essentials for on-site-staff training package combines our three essential courses in one complete learning experience. With a discount for booking all three courses together, this package ensures staff have all bases covered and our employers can rest assured that staff are properly trained with the most up-to-date guidance and procedures.
Course Curriculum
1. Introduction to the Course
- Welcome to Customer Service Essentials in Property Management
- Navigating Thinkific
- Course Overview
2. Verto Ethos
- Company Ethos
- Our Values
3. Introduction to Customer Service
- What is Customer Service?
- Above and Beyond
- Skills, Knowledge and Behaviours
- The 5 Second Rule
- The 5 C’s of Customer Service
- Golden Rules of Customer Service
- How to Deal with Odd Requests in Customer Service
- Estate Manager – Customer Service Insight
- Knowledge Check 1 – Quiz
4. Communication Strategies & Human Behaviour
- The Hierarchy of Needs in Service
- Relating the Hierarchy to Customer Service
- Body Language and Non-Verbal Cues
- What You Say Has an Impact
- Human Behaviour
5. Building Resilience
- Resilience in Customer Service
- Knowledge Check 2 – Quiz
6. Problem Solving
- Problem Solving Techniques
- Crisis Management
- Fight or Flight
7. Professionalism
- Professionalism At Work
- Personal Appearance
- Building Your Personal Brand
- Night Concierge – Customer Service Insight
- Knowledge Check 3 – Quiz
8. Site Property & Entering Resident Apartments
- Trust & Confidence
- Entering Resident Apartments
- Communal Works
9. Summary
- Final Assessment – Customer Service
- Finishing the course
- Before you go… Help us improve
How it works
Online Learning
self-paced eLearning in our Training Portal. All courses are accessed through Thinkific.
CPD Certified
every module contributes to IRPM/RICS continuing professional development
Flexible Delivery
track completions and fit the training around your schedule
Expert Faculty
all training has been designed by our experts at Verto HR.
Why choose this course
- Property-Specific Skills Master customer service tailored to residential management, from resident requests to apartment entries
- Quick, Affordable Training Comprehensive training in just 2 hours for £350 +VAT, fitting easily into busy schedules
- Practical, Real-World Application Learn crisis management, communication strategies, and problem-solving you'll use immediately
- Build Professional Confidence Develop resilience and professional skills to handle challenges and elevate client satisfaction
Individual Customer Service Essentials Course
£350 +VAT
3 in 1 Bundle
£999 +VAT
Frequently asked questions
Who is this course for?
Our courses are designed for people working in the residential management sector, if you work as a Concierge, Caretaker, Cleaner, or in any other role on a residential site, our courses are for you!
You may have just started your job in a development, or have been there for several years, but without any formal training, our courses are designed to fill that gap.
They will allow you to do your job more safely and effectively, allowing you to both give a better service to residents and to advance with a sound skills base.
If you are a property manager, our HR and customer service courses are designed to add to your skillsets.
What’s our Expertise?
Our site staff courses have been accredited by The Property Institute (TPI), they are the professional body for the residential management industry in the UK.
They have been written by industry professionals with decades of experience managing site staff, running developments and as qualified professionals and members of the Institute of Occupational Safety & Health (IOSH). Institute of Fire Engineers (IFireE), Institute of Fire Safety Managers (IFSM), Royal Institute of Chartered Surveyors (RICS), Institute of Workplace and Facilities Management (IWFM) and the Property Institute (TPI).
How do I enrol in the course?
Select the course that’s right for you, register an account via our training portal (Thinkific), pay via our secure checkout and you’ll receive an email with your access details.