Moat enlists Mary Gober to boost customer service 

Moat staff are currently being trained in the world-renowned Gober Method of customer service, as we continue our efforts to provide the best possible customer experience for our residents.

The first phase of the programme is now complete, with all members of the housing and customer service teams having gone through the training. We expect to complete the programme for all staff by the end of July.

Despite the fact that it’s early days as yet, we are already seeing clear positive results in the reactions of staff and the reactions of customers to staff.

Sarah Smith, leader of customer experience, says: “This is part of a big push in Moat to get closer to our customers. One of the great benefits of the Mary Gober training is that it gives people a whole new language to use and new ways of presenting information.

“We’re a housing association, but ultimately we want to be seen as providing customer services of a quality as good as the best in the commercial world.”

As part of the training, a number of staff are being trained up to be accredited Gober coaches. This will help us ensure the investment we make in this powerful programme becomes self-sustaining as new people join Moat in the future.

For more information contact Sarah Smith on 8045 359 6878 or email sarah.smith@moat.co.uk