Working with TPAS to enhance our customer service

Date: 21/11/2023

At Fortem, providing excellent customer service and positive resident engagement is at the heart of our core values. Our team of Customer Liaison Officers (CLOs) work with residents to ensure they are listened to, and importantly, responded to.

We are delighted to announce we have teamed up with the Tenant Engagement Specialists (TPAS) enhanced for our Customer Liaison Officers.

Customer Care, Communication Skills and Dealing with Difficult Situations Training

The enhanced training will look at the value and importance of customer care. It will identify a range of communication skills including questioning and listening techniques as well as influencing and negotiation skills.

In addition, the training will provide guidance on how to manage difficult situations, using conflict as a positive tool, negotiation skills.

The programme will support our Customer Liaison Officers to identify how to support the community and how to make use of outside help.

We are excited to explore a partnership with TPAS and tap into their wealth of resident knowledge supporting us to provide great customer service to residents. These skills will be particularly useful as Fortem continues to deliver large scale decarbonisation projects.

Rebecca Goodwin, Fortem’s Customer Care Manager, who will be running the course says; “Collaborating with TPAS to develop and provide customised training for our Customer Liaison Officers presents a significant opportunity for Fortem. Enhancing the skills of our workforce to empower them to provide an excellent quality service to residents and clients is of utmost importance. This training initiative will undoubtedly contribute substantial value.”