Press Release: Federation announces a new partnership with CSBA, the Customer Service Specialists

The NSW Federation of Housing Associations is proud to announce a new partnership with CSBA, the Customer Service Specialists, to provide members with access to experts in improving customer service and centricity.  With extensive experience in improving the customer service of Housing Providers, CSBA’s services include:

  • Independent measurement of customer service performance and customer feedback
  • Training in Service Excellence, Handling Customer Complaints and Managing Service Challenges
  • Consulting services to guide clients on the journey to true company-wide customer centricity

CSBA have a proven record of success in this field, employing unique and effective methodologies while staying firmly aligned with the values and aspirations of their client. We greatly look forward to engaging all our Associations with CSBA’s program and achieving positive and sustainable improvements.

David Laffin, CSBA’s consultant working with Housing Providers to improve customer service, says

“We are seeing many businesses, including Housing Providers, focus more on their customers, developing customer service standards, measuring service performance on a regular basis, and undertaking training to improve the quality and consistency of service. Housing Providers are undertaking training programs specific to their sector to help staff manage service challenges and complaints, an area of weakness for the sector. As well as servicing customers more effectively, some Housing Providers are reporting greater staff engagement and satisfaction through staff feeling more confident to provide quality service to customers.”

Please see the links below for services tailored for Housing Providers:

Mystery shopping benchmarking information

Customer Service training program

For more information please contact Megan at  or on 03 9605 4945