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


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 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.

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Phone: 800-783-3100
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