Lettings in Practice Programme Module 1 - Customer Service - Session 1

The Lettings in Practice programme is designed to enhance the skills of those working in letting agencies by helping them gain a better understanding of what is important in all aspects of landlord and tenant relationships. It is underpinned by references to company procedures, the Letting Agent Code or Practice, and wider legislation.

Module 1 of the programme focuses on Customer Service

Sometimes it can be difficult to see the value of this training when you are focused on the necessary day-to-day practical work. However, there are real business benefits to allowing staff to undertake customer service training. Staff with good customer service skills can play a key role in ensuring that time-consuming complaints and disputes are kept to a minimum allowing more time to focus on getting the job done.

And we know that many of you have missed the in-person training experience. We feel this specific topic works better when delegates can be in the room together and thus Module 1 is delivered face-to-face. You will feel the benefit of being able to discuss course topics more freely and share valuable experiences.

Session 1 focuses on Communication and Customer Care.

Communication skills play a vital part in customer service and this session looks at ways to improve your skills. Topics explored in this session:

  • Letting Agent Code of Practice
  • Communication skills and customer service
    • Thinking and listening
    • Non-verbal and verbal
  • Building rapport
  • Handling difficult situations
  • Transactional analysis

We also look at how customer care is more than just providing excellent service; it's about making sure your customers are happy and satisfied with every interaction they have with your company. Topics include:

  • Understanding the customer
  • Defining and understanding the importance of customer service
  • How customer service (good and bad) impacts business
  • Exploring why difficulties can arise
  • Strategies to help, and recommendations for organisations.

Who is this session for: It is suitable for letting agency staff

Course tutor: The topic is delivered by Gail Bowden who is a chartered member of CIPD and has a special interest in this area

Venue location: This course is being held face-to-face at the Doubletree by Hilton Glasgow Central, Cambridge Street, Glasgow


  • Accredited Letting Agent £96.00 incl. VAT
  • SAL Letting Agent members £108.00 incl. VAT
  • £177.00 incl. VAT

You can pay for your training by credit/debit card (online or over the phone) or by bank transfer.

Payment by credit/debit card allows you to secure your registration immediately. If you are confirming your order online, you will be taken to a secure page where you can enter card details. If you wish to pay over the phone, please contact the LAS office on 0131 553 2211 and have your Order Reference number available.

Alternatively, you can opt to pay by Bank Transfer through your internet banking service. Please use the following information:

  • Company: Landlord Accreditation Scotland
  • Bank Name: Royal Bank of Scotland
  • Sort Code: 83-24-18
  • Account number: 00732264

Please include your Order Reference number so we can link your payment.

Please be advised that we cannot guarantee your registration until payment has cleared (bank transfers can take 3 working days to process).

Payment is required to secure places on all webinars.

If you have any questions about payment, please contact our administration team during office hours on 0131 553 2211 or [email protected]

How our pricing works

LAS accredited landlords and letting agents benefit from the best available prices for all training types provided by LAS.

Landlord and letting agent members of our sister organisation Scottish Association of Landlords (SAL) are offered discounted rates as a benefit of their SAL membership.

LAS welcomes everyone in the sector to our training programmes and if you are not yet accredited or a member of SAL you can still book a training session at our full training rate, but why not speak to us about becoming accredited now.

LAS Accredited Letting Agents:
Best price available for all types of training

SAL Letting Agent Members:
Discounted rates

Everybody else in the sector:
Full price

All prices advertised include VAT at the rate of 20%.

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