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 importance of customer service in the public service context
- Understanding that participants and applicants are the PHA’s customers
- Speaking, listening, and asking questions effectively
- Dealing with upset customers
- Interviewing persons with disabilities
- Creating a customer service environment
LEARNING OUTCOMES
Upon completion of
HCV Customer Service, 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 #101-066
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.