NMA’s newest handbook, Customer Service for PHAs, is a comprehensive guide to help agencies achieve a high level of customer service in the administration of their housing programs.

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

• Understanding the importance of customer service in the public service context
• Knowing who your customers are
• Speaking, listening, and asking questions effectively
• Dealing with upset customers 
• Interviewing persons with disabilities 
• Creating a customer service environment 

Excellent customer service is highly beneficial to PHAs on many levels. By helping to foster and maintain a customer service-oriented atmosphere throughout your PHA, NMA’s Customer Service for PHAs handbook provides your agency with the tools it needs to boost the quality and productivity of its daily operations. 

View a selection from this handbook