Purpose

This seminar presents ideas and strategies to improve customer service delivery of individual staff, management, and the organization as a whole, including:

• Understanding the context and struggles of customers
• Improving staff retention and satisfaction
• Developing self-care strategies for staff
• Dealing with upset customers
• Interviewing persons with disabilities
• Creating a customer service environment

Learning Outcomes

Upon completion of Customer Service Specialist, you should be able to:

• Improve the quality of customer service at the points of contact in the housing choice voucher and public housing programs
• Identify agency and community barriers to customer service and develop strategies to remove them
• Assess the PHA’s service delivery, identify its strengths and vulnerabilities, and develop an action plan accordingly
• Identify the necessary components to develop a customer service policy
• Apply ideas and tools to improve the quality of service delivery and job satisfaction
• Improve community relationships to further advance the PHA’s housing goals in the context of the PHA plan

Seminar #101-071

AGENDA: View the agenda
METHOD: A group-live seminar featuring PowerPoint, case studies, group discussion, course book, and Q&A
LENGTH: Two days
AUDIENCE: Occupancy staff, their supervisors and directors, and all employees who interact with applicants and participants as part of their regular job duties
PROGRAM LEVEL: Basic
PREREQUISITES: None
ADVANCED PREPARATION: None
EXAM: No exam
REGISTER: Fill out the PDF registration form and fax to 619.258.5791. Or select the seminar you'd like to attend from the list of locations and dates below to order online.