POSTPONED Managing Tenant Complaints – Coatbridge – Landlords Only

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 tutors: Gail Bowden, LAS Tutor, Landlord Accreditation Scotland

Venue:  Conference Room, Summerlee Museum of Scottish Industrial Life, Heritage Way, Coatbridge, North Lanarkshire ML5 1QD

Parking information: There is a small car park located at Summerlee Museum which includes six disabled parking spaces near the museum entrance. Please make use of the car park at the Time Capsule (100 Buchanan St, Coatbridge ML5 1DL). Summerlee Museum is a 10 minute walk from here. Traffic wardens operate on Heritage Way and surrounding streets.