CUSTOMER SERVICE IN HCV & PUBLIC HOUSING AGENDA
Tuesday, March 20, 2018
12:00-3:00 p.m. SERSHA Board Meeting
3:00-5:00 p.m. Conference Registration
Wednesday, March 21, 2018
Trainer: Nan McKay
7:00-7:30 Conference Registration
8:00-8:15 Combined Opening Session
8:30-8:45 Welcome and Introductions
8:45-10:15 Introduction
We Don’t Have Customers, Do We?
Group Discussion Activity
Working in the Business of Providing Housing Service
10:15-10:30 Break
10:30-12:00 Introduction (continued)
The Basic Elements of Excellent Service
Basic Customer Needs
Top-down Customer Service
12:00-1:00 Lunch (on your own)
1:00-2:30 Mission, Vision and Customer Service
2:30-2:45 Break
2:45-5:00 Mission, Vision and Customer Service (continued)
Giving Good Customer Service When You Can’t Say Yes
Dealing with Upset People
Listening Style Inventory Exercise
Customer Service and Confidentiality
Community Relation
5:00 End of Day One
Thursday, March 22, 2018
Trainer: Nan McKay
8:00-10:15 Non-discrimination in Customer Service
Language Barriers
Prohibition Against Differential Treatment & Discriminatory Effects
Actions Against Private Landlords who have Illegally Discriminated
Other State and Local Fair Housing Laws
Participants with Disabilities
10:15-10:30 Break
10:30-12:00 Non-discrimination in Customer Service (continued)
The Unique Role of the HCV Program
The Unique Role of the PH Program
An Overview of Federal Disability Discrimination Laws
Etiquette for Interviewing People with Disabilities
What You Cannot Ask an Applicant
What You Can Ask
12:00-2:00 Business Mtg/Banquet (Please be sure to wear your name badge & bring a door prize)
2:00-3:15 Individual Working Styles
Customer Service Policy/Plan
Learning Activities
Style Self-Evaluation Questionnaire
Customer Service Self Evaluation
Customer Service Action Plan
3:30-3:45 Break
3:45-5:00 Learning Activities (continued)
Housing Agency Evaluation
Owner Survey for HCV
Property Manager for PH
5:00 End of Day One
