Managing Tenant Complaints – Stirling

The course is devised to help landlords learn key skills to deal with challenges raised by difficult calls and face to face situations.

Those attending will learn how to stay in control and de-escalate these situations whilst maintaining high customer service standards.

Those attending the course will find themselves better able to:

• Recognise patterns of conflict unique to communicating by telephone
• Use specific skills to manage / control each call
• Understand the impact of “trigger” words and phrases
• Manage tenant expectations
• Defuse difficult situations with tenants
• Ensure staff / landlords maintain good relationships with tenants

Landlords should have attended the Core Standard Level 1 course Tenancy Management prior to attending this course.

Course tutor: Gail Bowden, LAS Tutor, Landlord Accreditation Scotland

Venue:  Lesser Hall, The Albert Halls, Albert Place, Dumbarton Road, Stirling, FK8 2QL

Parking information: There is no parking at the venue and no free on-street parking around the venue. The nearest car parks are as follows:
The NCP car park at Wellgreen is approximately a 10 minute walk from venue – find directions here.
The Thistle Centre car park is also approximately a 10 minute walk from venue – find directions here.