IRVINE HOUSING STAFF LEARN "THE GOBER METHOD"
Published 20 Dec 2011 09:30
STAFF at Irvine Housing Association are being trained The Gober Method of Customer Service as part of their integration with Riverside.
The worldwide training method is taught as part of Riverside's staff induction and is being rolled out to all IHA staff.
The training provides staff with the skills and strategies to build a strong service culture and achieve exceptional levels of customer satisfaction. Other housing providers using the Gober Method have reported a significant increase in customer satisfaction.
Customer Services Officer, Stephanie Morgan took part in the training which gives staff the confidence they need to make customer engagement a positive experience.
She said: "We were really motivated by the training. It's practical, can be applied to every one of our job roles and will ensure that we exceed customer expectations at every possible opportunity.
"We are looking forward to putting what we have learned into practice.
Executive Director (Resources), Mairi Martin was keen for staff to get the training on joining Riverside: "Before joining Riverside, we looked into Mary Gober training as part of our customer services review.
"The training is being rolled out to all staff, not only customer services staff. We already have an excellent level of customer satisfaction, however we want to build on this and be the best we can.
"Our staff found the training inspirational and enjoyable and we are keen to develop on the skills they have learned and will continue to make customer service core in the work and culture of IHA."
This article appeared in Irvine Times 20 Dec 11
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