PR Network Agenda

Please see the agenda for the PR Network below. The meeting will be held at Bron Afon Community Housing on 17th March.

Delivering Excellent Customer Service

09:30: Coffee and networking

10:00 Welcome, apologies and housekeeping: Sarah Manners, Wales and West HA

10:10 Minutes and action points from last meeting

10:25 Host Talk: Duncan Forbes, Chief Executive, Bron Afon Community Housing.

10:45 How to win awards for customer service: John Keegan, Chief Executive of Monmouthshire Housing.

11:10 Problem solving session. (Group work)

Please have a think about the following questions from your organisation’s perspective.

• What role do we have in delivering customer service excellence?
• What are the conflicts of customer service excellence and managing expectations, or are they the same thing?

Feedback to group.

12:30 * * * BUFFET LUNCH * * *

1:15 Straight from the customer’s mouth - What do our tenants consider as customer service excellence?

Three tenants give an insight.

2:15 Internal customers – Is anyone listening? Elin Price, RCT Homes.

Really engaging with employees in a diverse workplace across various work locations can be challenging at the best of times. What do we need to do to get staff on board with the vision and values of the organisation? How do we communicate more sensitive / negative topics such as poor performance etc?
This section will look at examples of internal communications in the housing organisation workplace, identify methods that suit different teams of staff, and use RCT Homes’ “Job Well Done” case study to debate whether creativity in internal communications can be a risk worth taking.

Ahead of this session please think about the challenges/solutions within your organisations.

3:00 Achieving excellence when communicating with stakeholders.
Duncan Higgitt, Press Officer for Bethan Jenkins, AM.
Duncan will speak to the group on how best to get messages across to assembly members. Do they prefer traditional methods or are they using social media such as twitter? What’s the protocol for inviting AMs to events and openings and would AMs know who to contact within your association if one of their constituents made a complaint?

3:30 Tea/coffee break

3:45 Mark Hodder – Neuro-linguistic programming (NLP)
Now you’ve heard how to achieve excellence with a wide range of customers - here’s something a bit different! This introductory session will help you increase your connection with any audience and no prior knowledge is required.

4:45 AOB and Questions