As a way of equipping its staff members with the requisite knowledge and increasing their capacity for best practices, the Lagos State Real Estate Regulatory Authority (LASRERA), recently held a five-day in-house staff learning and development programme on Customer Service Professional Ethics and Practices.
The purpose of the training, according to the Special Adviser to the Governor on Housing, Mrs. Toke Benson-Awoyinka, was to build a team of well-trained and dedicated staff for the Agency.
The Special Adviser said the training provided ample opportunity for the staff of LASRERA to review and reflect on the changes being witnessed by the Agency to sanitise the Real Estate Industry towards engendering best professional practices in the sector.
Benson-Awoyinka said, “As a team member of LASRERA, practitioners in the sector are bound to ask us any questions, lodge complaints and make different requests from us including the general public, hence the need for us to be prepared to provide clear answers to all these enquiries as much as possible. This is one of the benefits of this in-house training”.
She emphasised the need to follow the template of a customer-friendly approach for effective delivery of the Lagos T.H.E.M.E.S. Agenda, especially the “Making Lagos a 21st Century Economy” pillar, under which the activities of the agency was conceptualised.
In her words: “As representatives of this Agency, we must give adequate information needed to instil public confidence in our activities. We must maintain positive disposition when dealing with Real Estate Practitioners and the general public”.
Expressing optimism that the training session will further build the ability of participants to drive the present administration’s vision, the Special Adviser maintained that the agency has a mandate to safeguard and protect investments of stakeholders in the sector.
One of the facilitators at the training session, Mr. Nduka Mba-Uzoukwu, who spoke on Customer Service Excellence, opined that sustaining the State Government’s goals in service delivery would ensure a great experience for the stakeholders in the State’s Real Estate Market.
He averred that customer experience across all service points must be excellent, adding that emotions must be guarded when dealing with stakeholders to achieve the Agency’s desired vision.
In the same vein, the Chief Executive Officer, Customer-Focused Company Ltd, Mrs. Ope Wemi Jones, spoke on Sales and Customer Service training for the customer service representatives, while the Managing Consultant, Canadian Software Development Company, Mr. Akinyele Oladeji, explained the importance of LASRERA’S registration portal.