To produce a series of videos based on typical examples that a West Kent Engineer, Housing Officer and a Tenant Social Officer can face when in tenant homes.
Each scenario had to have two videos – the first video demonstrating poor to average customer service and experience and the second video demonstrating how to deliver great service and experience for the customer, by using the Mindset, Language & Actions of Service™, derived from the Gober Method™ which West Kent Housing brand as ‘It’s Your Call!’
The Tenant Social Officer arrives at the Tenants house to give them news that the neighbour they have put a complaint against will not be evicted. The Tenant Social Officer delivers the disappointing news first which upsets and angers the Tenants. They feel helpless and let down and uncared for. They are left feeling the ‘victims’. In the second video, the Tenant Social Office arrives and immediately shows empathy and explains the positive solutions that West Kent have taken in order to come to the conclusion that the neighbour will not be evicted at that time. This help the Tenants understand the reasoning and although not happy with the discussion, they are in a position of knowing that they can still have support from West Kent if ever needed again and that they are committed to ensuring that all ASB cases are treated fairly.
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Working with Creative Motion helped our collaborative project with our client, West Kent Housing Association, run smoothly. They were flexible and adaptable to our timescales, sensitive to the set budget and were very professional.
- Nicola Cross, Account Manager - Mary Gober International
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