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How can you create a customer service training program that emphasizes long-term tenant relationships?

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Customer service is a key factor in property management, especially when it comes to building long-term tenant relationships. Tenants who feel valued, respected, and supported are more likely to renew their leases, pay their rent on time, and refer others to your properties. But how can you create a customer service training program that emphasizes these outcomes? Here are some tips to help you design and implement a successful customer service training program for your property management team.

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1 Assess your current situation

Before you start developing your customer service training program, you need to evaluate your current level of customer service and identify the areas that need improvement. You can use various methods to gather feedback from your tenants, such as surveys, interviews, reviews, or complaints. You can also observe how your staff interacts with tenants, either in person, over the phone, or online. Based on the data you collect, you can set specific and measurable goals for your customer service training program, such as increasing tenant satisfaction, retention, or referrals.

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Smart Chick Megan Orser, CALP,HCCP CPM Candidate

CEO & Business Strategist at Smart Apartment Solutions & Smart Moves ?? National Speaker ?? Two Time NAA Excel Award Winner @smartapartmentsolutions , @smartmovesmngmnt
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I have always believed that customer service is something that you practice everyday with every interaction. It's also something that should be considered as foundational and part of on boarding and not when an issue arises, customer service is engrained in the culture. When I got clear on this understanding, then it became clear what we should focus on in the on boarding training and how we could develop additional opportunities in training to fine tune that mission/passion.

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Jake Marchand, MBA
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Before embarking on your customer service training program, thorough evaluation of current service levels is crucial. Utilize diverse feedback methods like surveys, interviews, and reviews to gauge tenant satisfaction. Observe staff interactions in various channels. With data in hand, set precise goals: boost satisfaction, retention, and referrals. This structured approach ensures tailored and effective training outcomes.

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Jaime Ca?ón S.

Entrepreneur / Director / Co-founder / Consultant
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- Examinar y evaluar la situación previa o actual e identificar los puntos de mejoras - Recolectar comentarios y retroalimentación de los inquilinos sobre su experiencia de servicio. - Evaluar habilidades y conocimiento del personal en servicio al cliente. - Analizar tendencias y patrones en las quejas o consultas de los inquilinos. - Realizar encuestas de satisfacción del cliente para obtener información sobre la calidad del servicio.

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2 Choose your training methods

Once you have defined your goals, you need to decide how you will deliver your customer service training program to your staff. There are different options to choose from, depending on your budget, time, and resources. For example, you can use online courses, webinars, videos, podcasts, or e-books to provide self-paced learning opportunities. You can also use workshops, seminars, role-plays, simulations, or coaching sessions to provide interactive and experiential learning opportunities. You can also combine different methods to create a blended learning approach that suits your needs.

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Smart Chick Megan Orser, CALP,HCCP CPM Candidate

CEO & Business Strategist at Smart Apartment Solutions & Smart Moves ?? National Speaker ?? Two Time NAA Excel Award Winner @smartapartmentsolutions , @smartmovesmngmnt
(已编辑)
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Get clear and specific on the culture of your company and how you want internal and external customers to be treated and then build from there. I like to use scenarios, activities and role playing as well as personal stories to keep people engaged and the content relatable.

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Jake Marchand, MBA
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After setting goals, choosing how to deliver customer service training hinges on budget, time, and resources. Options include online courses, webinars, videos, podcasts, or e-books for self-paced learning. Interactive methods like workshops, seminars, role-plays, simulations, or coaching sessions offer experiential learning. Combining methods for a blended approach maximizes effectiveness while catering to diverse needs. Flexibility ensures a tailored training program for staff development.

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Jaime Ca?ón S.

Entrepreneur / Director / Co-founder / Consultant
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Tener un mentor y hacer guías y procedimientos. Seguirlos e ir comparando los parámetros para mejoras, pueden generarse KPIs, pocos y efectivos. La información debe ser precisa y meticulosa. Feedback constante y veloz para no mermar el servicio a los inquilinos.

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3 Focus on key skills and behaviors

Your customer service training program should focus on developing the key skills and behaviors that will help your staff build long-term tenant relationships. These include effective communication, problem-solving, customer orientation, and teamwork. Your staff should be able to communicate clearly, politely, and empathetically using the appropriate tone, language, and channels. They should also be able to listen actively, ask relevant questions, and provide accurate and timely information. Furthermore, your staff should be able to identify, analyze, and resolve tenant issues effectively and efficiently. Additionally, they should be able to understand and meet the needs and expectations of your tenants while personalizing their service, showing appreciation, and following up with tenants. Finally, they should be able to collaborate with each other and with other departments or stakeholders to provide consistent and seamless service to tenants.

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Jake Marchand, MBA
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Our customer service training program prioritizes essential skills for fostering enduring tenant relationships. We emphasize clear, empathetic communication across appropriate channels, active listening, and timely issue resolution. Our staff learns to anticipate and address tenant needs while demonstrating appreciation and personalizing service. Collaboration within teams and with stakeholders ensures consistent, seamless tenant support.

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4 Evaluate and reinforce your training program

Your customer service training program should not be a one-time event, but a continuous process that requires regular evaluation and reinforcement. You should measure the impact of your training program on your customer service performance and your tenant relationships, using indicators such as tenant feedback, retention rates, referral rates, or revenue. You should also provide ongoing feedback, recognition, and rewards to your staff, to motivate them and reinforce their learning. You should also update and refresh your training program as needed, to keep up with the changing needs and preferences of your tenants and the market.

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Jaime Ca?ón S.

Entrepreneur / Director / Co-founder / Consultant
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- Enfatizar la empatía, escucha activa y comunicación efectiva. - Capacitar al personal en la resolución de problemas y la gestión de conflictos para abordar las preocupaciones de los inquilinos de manera eficaz. - Fomentar una actitud proactiva hacia el servicio al cliente, anticipando las necesidades y preocupaciones de los inquilinos, va de la mano con una guía de procesos clara y breve.

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Jake Marchand, MBA
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To ensure effective customer service, view your training program as a continuous journey, not a one-time event. Regularly assess its impact through tenant feedback, retention rates, referrals, and revenue indicators. Provide ongoing feedback, recognition, and rewards to motivate and reinforce learning among your staff. Stay agile by updating the training program to align with evolving tenant needs and market preferences. This dynamic approach guarantees sustained excellence in customer service and tenant relationships.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you create a customer service training program that emphasizes long-term tenant relationships?

1

2

3

4

5

1 Assess your current situation

2 Choose your training methods

3 Focus on key skills and behaviors

4 Evaluate and reinforce your training program

5 Here’s what else to consider

Property Management

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How can you create a customer service training program that emphasizes long-term tenant relationships?

1

2

3

4

5

1 Assess your current situation

2 Choose your training methods

3 Focus on key skills and behaviors

4 Evaluate and reinforce your training program

5 Here’s what else to consider

Property Management

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