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) provides a comprehensive training program focused on customer service excellence for all agency staff. This training covers various facets crucial for effective customer service in the housing and redevelopment context. Key topics include defining customer service, navigating customer dynamics, communication tools, and handling difficult situations. The program emphasizes understanding the organization's customers—ranging from residents and stakeholders to government entities and social service agencies—and highlights the significance of consistent and reliable customer interactions.<br /><br />Participants are encouraged to understand cognitive and implicit biases, as these unconscious thought processes significantly impact service delivery. The training outlines the cost of poor service and underscores the value of retaining clients rather than acquiring new ones. Strategies for overcoming communication barriers include recognizing different behavioral styles through the DISC framework—Dominance, Influence, Steadiness, and Compliance—ensuring tailored interaction for each style.<br /><br />The course also delves into handling stress, delivering bad news, and defusing anger in customer interactions. Emphasis is placed on balancing positive and negative interactions, recognizing personal biases, and adapting to different communication styles to ensure effective service provision. Practical tips for business writing, phone etiquette, and voicemail management are also provided to ensure professional and clear communication.<br /><br />Finally, the importance of ongoing learning in managing implicit biases and fostering inclusivity in customer interactions is addressed, urging participants to continuously seek improvement. Certificates of participation are provided upon course completion. This comprehensive approach not only aims to enhance customer satisfaction and loyalty but also underscores the organization's commitment to excellent service as pivotal to its success and sustainability.

Keywords

customer service

housing redevelopment

communication skills

implicit bias

DISC framework

difficult situations

business writing

phone etiquette

customer satisfaction

service excellence