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Customer Service Transformation in Social Housing
20 February 2014
“Problem Pot”
#psfbuzz
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What are organisations doing to train/support staff re;
channel shift e.g. the typical contact centre functions in a
HA are changing as a result – does this require different
training/systems? Similarly, what about the “frontline” staff
such as Housing Officers/Surveyors/Income Mgt – as social
media/web access is instant customer expectations re:
response times in terms of speed/style/format are changing
– how are HAs managing/preparing for this?
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Could we discuss the issue about “forcing”
channel shift instead of responding to
customers preferences and what attendees
thoughts and experience of doing that were?
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Is there any value in using NPS as a
customer satisfaction measure ?
Latest thinking is that “ease of use” is a key
customer satisfaction metric – is this
applicable to our sector?
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Give that is could be argued that we are not
operating in a true “customer
environment” i.e. tenants cannot take their
custom elsewhere, how does that reflect and
influence the approach to customers?
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Given that the latest ONS figures on UK internet
usage (75% to 90% usage) and given the sectors
demography, do people think that incentivising
channel shift is a key factor? Is it clear why
providers would want customers to channel shift,
but, given that people generally act our of self
interest, what's in it for customers?