NYCHA departments and developments celebrated Customer Service Week 2018 from October 15 to 19 by hosting events on the theme of “Exceeding Expectations.” Below are some highlights of how NYCHA colleagues spent the week reviewing best practices, motivating each other, and sharing tips and resources as the Authority renewed its commitment to providing great customer service.
Customer Operations and Performance Tracking & Analytics celebrated “Wisdom Wednesday” with a luncheon discussion on what excellent customer service looks like, recognizing colleagues who demonstrate high levels of customer service. The team agreed that patience, attention to detail, responsiveness, courtesy, and professionalism are key qualities that customers at every level appreciate and remember. The luncheon was hosted by Vice President for Performance Management & Analytics Anne-Marie Flatley, Director for Performance Tracking & Analytics Sybille Louis, and Deputy Directors Larry Wilensky and Monique McLeod. Executive Vice President and Chief Administrative Officer Kerri Jew stopped by to thank staff for their service.
Family Partnerships and Community Development set up a community-building project called the “Township of CE&P,” a community of model homes created by staff members. It featured a roadway called “Appreciation Highway” and neighborhoods such as “Inclusion Valley” and “Motivation Heights.” Throughout Customer Service Week, staff members left notes with positive affirmations inside the homes for the respective homeowners to keep.
Fort Washington Avenue Rehab staff focused on creating a stronger unit with a team-building icebreaker over lunch where each employee shared five facts about themselves.
Williamsburg Houses staff participated in a Customer Service Week breakfast that featured the presentation of certificates of appreciation and “Wisdom Wednesday Nuggets” (positive messages that were posted in work areas).