HearFirst Case Study

Progress Housing Group

Who was the training for?

Property Services Team

Goals before the training

The Property Services Team needed support to build on their understanding and behaviours in relation to Equality, Diversity and Inclusion.  The aim was use these behaviours when visiting their customers.

What did the training cover?

A bespoke course was developed which aligned to the customers own Organisational and Team values. Topics covered were in relation to equality, diversity and inclusion and included:  how best to speak to customers with disabilities, how feeling settled at work enhances the customer experience, what respect looks like, how to take ownership of the customer experience, what bias is and how to stop it getting in the way of service standards.

Outcome of the training

"The Property Services Team now has a greater understanding of our customer needs and how to demonstrate good behaviours whilst living our organisational Values."

Added value & impact as a result of the training?

"The attendees were hesitant at first as it was the first time many of them had participated in virtual training.  However, they soon settled into the sessions and really  enjoyed the content. They especially liked the interactivity."

"HearFirst is very authentic in their delivery and captivates the audience very quickly even when the subject matter is tough, a great skill in the world of training!!"

Janette Calvert
Learning and Development Partner

Additional client feedback

Julie genuinely believes in the training and support she offers to our organisation and it really shows when she is undertaking any training with our Teams.


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