Excellence in Customer Service-Presentation - Excellence in Customer Service

Presentation - Excellence in Customer Service

Pdf Summary

The National Association of Housing and Redevelopment Officials (NAHRO) has developed a comprehensive customer service training aimed at all agency staff. This training covers essential topics, including defining customer service, understanding the dynamics involved, utilizing communication tools, and navigating difficult situations. Participants engage in learning through introductions, exercises, and discussion sessions, ultimately leading to a closure segment where key takeaways are reviewed.<br /><br />Key elements the training emphasizes include the importance of delivering excellent customer service and recognizing its impact on customer retention and business viability. The course highlights the cost repercussions of poor customer service, such as being much more expensive to attract new customers than to retain existing ones.<br /><br />Participants explore the mechanics of cognitive and implicit bias, learning how unconscious mental processes might influence their ability to provide quality customer service. They are also introduced to DISC personality factors, which help in understanding behavioral styles and tailoring communication strategies accordingly.<br /><br />The training equips participants with strategies for managing internal and external pressures, communicating effectively, and dealing with stress. Emphasis is placed on active listening, balancing positive and negative interactions, and the importance of written and telephone communication etiquette.<br /><br />Scenarios and discussions focus on practical solutions to defusing anger, delivering bad news, and dealing with pressure situations, making sure participants can identify, prioritize, and address customer service challenges appropriately.<br /><br />The ultimate goal of NAHRO’s training is to improve participants' customer service skills, leading to more satisfied residents, stakeholders, and agencies, reinforcing the importance of respecting and understanding customers’ needs to enhance agency reputation and ensure sustained success. Participants have access to certificates upon completion, illustrating their strengthened capabilities in customer service practices.

Keywords

NAHRO

customer service

training

communication

cognitive bias

DISC personality

stress management

active listening

customer retention

certification