Collection: Customer Service Specialist


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
EXAM: No exam
REGISTER: Fill out the PDF registration form and email to Or select the seminar you'd like to attend from the list of locations and dates below to order online.

We don't have this session currently on the calendar but if you would like to schedule a training for your agency, please contact