Lettings in Practice Programme Module 1 - Customer Service - Session 1: Foundations of Customer Care
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22 September 14:00 BST - 22 September 15:30 BST Online
Our Lettings in Practice programme helps letting agency staff gain practical skills to handle every landlord and tenant interaction confidently. This course isn't just about theory - it's designed to make your daily work smoother, reduce complaints, and keep customers happy.
This is Session 1 of 3 in the Customer Service Module. Book all three sessions together — Foundations of Customer Care, Building Rapport and Handling Difficult Conversations, and Managing the Complaints Process — and save on the full set. Call the office to arrange your discounted booking.
Why take this module?
Handling difficult tenants, resolving disputes, and keeping landlords satisfied can take up a lot of your time. With the right customer service skills, you can:
- Resolve issues faster and with less stress
- Build stronger relationships with landlords and tenants
- Prevent complaints from escalating
- Spend more time on your core tasks, not firefighting
Session 1: Foundations of Customer Care
This session covers the fundamentals of communication and customer care in a lettings context, helping attendees build the listening and communication skills that underpin every stage of the customer journey.
Topics include:
- Introduction to Communication
- Listening effectively and understanding customer needs
- Reading non-verbal cues
- The business case for strong customer care
Who is it for? This session is perfect for all letting agency staff who want to make their day-to-day interactions smoother, reduce stress, and provide service that landlords and tenants appreciate.
Course tutor: The topic is delivered by Gail Bowden who is a chartered member of CIPD and has a special interest in this area.
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Learning Format
These live online sessions blend instruction with practical activities and allow participants to interact, communicate, view and discuss material. LAS uses Zoom to deliver the sessions.
Pricing
- Accredited Letting Agent/MMR Provider £73.50 incl. VAT
- SAL Letting Agent Member £85.50 incl. VAT
- SAL Business Member £85.50 incl. VAT
- £150.00 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%.