Customer service training

Interesting concept. Perhaps consider purchasing one or more books on the topic that would be a more inexpensive and lasting resource. One book could be read and passed between multiple Board Members and then retained by the HOA/Board for reading by future Board Members.
Problem I see with training are as follows:
- Trained Board Members will eventually leave, taking that training with them. New Board Members will require training (a continual expense).
- Once training ends, if questions or circumstances arise where you need advice, there are no resources (for free).
- Potentially expensive (in comparison to books).

Adding to what ND said, board members come and go frequently, so the cost would be greater than for a group of professionals who may stay many years in their positions.

We found it useful to develop a standard approach to dealing with the "vocational dissidents" whose only goal is to stir up trouble: for example, a basic scripted response *in writing*, stay on message, no back-and-forth that gives the person something to argue over.

The most important part of dealing with difficult people is to remove the emotional reward of a confrontation - that's it in a nutshell. A thick skin and a basic, scripted, professional response will see you through.

What kind of staff do have at your HOA, Diane? It sounds like they're your HOA's direct employees v employees of a vendor?

What size is your HOA?

These are direct employees. We are working on a policy book for them to follow. However, we have received reports they are sometimes rude which is totally unacceptable.
So my thought is to get everyone trained on the rules with a resource manual to rely on.
Next teach them how to interact with the public.
Next an HR process would kick in.

Yup – that’s why I would extend the training to the board members as well. These days, it seems everyone has a hair trigger temper and some are less interested in resolving the problem or getting a question answered, as opposed to getting their pound of flesh by cussing someone out, calling them out of their name, issuing threats, getting physical– or just blasting them to smithereens with a shotgun or AR-15 with bump stocks.

I think the essentials of excellent customer service include:

1 – Making sure everyone’s educated on policies and procedures

2- Having a clear process for addressing questions or problems

3- Managing expectations. In some cases, the employee may have to consult the manager or the board itself – not because they’re blowing you off, but because he or she wants to ensure that you get the appropriate response. In other words, slow your roll and wait a moment (at least give your blood pressure time to come down)

4- Not being afraid to admit you’re wrong and learning from your mistakes.

5 – Being polite and professional, but not allowing yourself to become a punching bag. If a person can’t express him/herself without cussing, threatening, using the N-word, etc., you DO NOT have to sit there and be disrespected. Simply end the conversation, saying you’ll be happy to discuss it further once the person had calmed down, and then leave. Tell your supervisor immediately and document everything you said and did. By the way, supervisors need to learn to have their employees' back and reiterate the same thing.

In addition, I don’t always subscribe to “the customer is always right.” I understand why it’s said, but sometimes, the customer IS wrong and will not accept that, so you have to document and stand your ground.

What are the staffers' positions? Security officers? Custodians? Landscapers? Building engineers? Each has a different relationship with residents. So "rudeness" needs to be defined. Examples please.

Also, can you tell us what size your HOA is? You say you'r self-managed, but sometimes that means the boars has some sort of manager as a direct employee. Do you? How many staffers do you have?

Diane,

See the following from the foundation for community association research:

Best Practices Reports

Additionally, here is one from the Navy:

Navy Customer Service Manual

However, I think the issue is common courtesy.
The Board might be better in drafting a resolution in how to handle complaints.

Here is a link to help: How to Write a Customer Service Training Manual

Everyone can have a bad day. However, if it's an on going problem, you might need to consider personnel changes.