RNR Consulting was contracted by the Cincinnati Metropolitan Housing Authority (CMHA) to conduct customer service training for the Authority’s managers and employees from various departments. RNR Consulting divided this project into two (2) phases, Customer Service Needs Assessment and Customer Service Training. As a part of the Customer Service Needs Assessment, RNR Consulting conducted interviews and focus groups, administered an internal customer service survey, conducted a cultural assessment, conducted a customer service resource allocation assessment, performed a customer service benchmark study, conducted customer service best practices research, and developed a customer service gap analysis. The main purpose of the customer service needs assessment was to understand the customer service gaps within CMHA and to assess which customer service aspects needed improvement, re-engineering, or elimination. The customer service needs assessment also gave RNR Consulting the required information to build a tailored Customer Service Training Curriculum.

During the second phase of the project, RNR Consulting conducted customer service training for CMHA’s employees.