Excellence in Customer Service-Full Page Slides - Excellence in Customer Service

Full Page Slides - Excellence in Customer Service
Pdf Summary
The National Association of Housing and Redevelopment Officials (NAHRO) provides a comprehensive training program focused on excellence in customer service. This curriculum covers various components essential to fostering effective customer service, including communication tools, handling difficult situations, and the importance of delivering excellence. The training insists that customer service be defined by relationships, continuity, and consistency, and emphasizes that everyone within an organization, from residents to co-workers, should be considered customers.<br /><br />Key topics in the program include understanding the dynamics of customer service and recognizing the impact of cognitive and implicit biases on service delivery. The importance of delivering excellent customer service is highlighted, noting that it is often costlier to acquire new customers than to retain existing ones. Strategic communication is a focal point, including navigating different communication styles and delivering bad news effectively.<br /><br />The curriculum also discusses the DISC personality factors and how they influence workplace interactions. It provides guidance on recognizing and responding to Dominance, Influence, Steadiness, and Compliance styles to improve communication and service.<br /><br />Moreover, the program addresses potential barriers to customer service excellence, such as internal and external pressures and stresses, encouraging strategies for dealing with stress and change. Exercises and scenarios are incorporated to facilitate practical learning. <br /><br />NAHRO's training underscores the significance of active listening, balancing negative and positive interactions, the practice of phone etiquette, and the appropriate use of voicemail. This content is tailored to ensure participants leave with actionable insights into maintaining high standards of customer service.<br /><br />In conclusion, maintaining excellent customer service is positioned as crucial for NAHRO's sustainability and reputation. Treating customers with respect and earning their business through repeat or referred interactions is essential.