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
FIELD OF STUDY: Specialized Knowledge
EXAM: No exam
REGISTER: Select the seminar you'd like to attend from the list of locations and dates below to order online. Or fill out the PDF registration form and email to sales@nanmckay.com.

By registering for and attending this training, you agree that you will not copy, share, post, or otherwise disseminate training or exam materials, including but not limited to posting on the internet, internal network, shared drive, or other publicly accessible means of access. Unauthorized distribution of NMA materials may result in the loss of your certification and/or legal action. Hotel Recommendations: Please note that these are only recommendations. We also recommend asking for the government rate when booking rooms at any hotel. Cancellations: If you are unable to attend this seminar, you may send a substitute or receive a credit toward a future seminar, to be attended within a one-year period. If you are unable to attend, you must notify NMA in writing at least 60 calendar days prior to the start date of the seminar. If you do not notify NMA in writing, you are responsible for the entire registration fee. If you cancel less than 60 days prior to the start date of this seminar, a cancellation fee of $150 will be assessed. Substitutions must be in writing on company letterhead with the seminar name, location and attendee name, and received by NMA prior to the seminar start date. NMA reserves the right to cancel a seminar at any time. If a seminar is canceled by NMA, registration fees will be refunded or credited in full. NMA is not responsible for airfare, lodging or other related expenses. Please plan ahead by purchasing refundable airfare. Retaking Exams: Exam retake options vary; call for details. You are permitted to fail an exam three times before you are required to retake the seminar. NMA reserves the right to change any policies or pricing at any time and in its sole discretion. For more information regarding refund, complaint and program cancellation policies, please contact our offices at 800.783.3100.