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What are the steps to developing a customer service training program for property management?

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Customer service is a vital skill for property managers, as it can affect tenant satisfaction, retention, referrals, and reputation. However, not all property managers are naturally adept at handling different customer scenarios, expectations, and feedback. That's why developing a customer service training program for your property management team can be a smart investment in your business. Here are some steps to help you create an effective and engaging customer service training program for your property management staff.

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Whitney deLisser Fausnaught

Hospitality Consultant & Trainer | Designing processes to elevate connection | Lover of people and showing them their…
Linda Geter

Salesperson | Bachelor's in Finance, CRM, Communication

1 Assess your needs

Before you design your customer service training program, you need to assess your current situation and identify your goals. You can do this by conducting a SWOT analysis (strengths, weaknesses, opportunities, and threats) of your customer service performance, gathering feedback from your tenants and staff, and reviewing your customer service standards and policies. This will help you pinpoint the areas that need improvement, the best practices that you want to reinforce, and the gaps that you want to fill.

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Whitney deLisser Fausnaught

Hospitality Consultant & Trainer | Designing processes to elevate connection | Lover of people and showing them their own potential!
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In my experience it’s important to get to know your tenants and what their priorities are. Who’s your best contact to be in touch with the individuals in the building? That may not be the leasing or property team.

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2 Define your objectives

Once you have a clear picture of your needs, you can define your specific and measurable objectives for your customer service training program. These objectives should align with your business goals and customer expectations, and reflect the skills and behaviors that you want your property managers to develop or enhance. For example, some common customer service objectives are to increase tenant satisfaction and loyalty, reduce complaints and conflicts, improve communication and rapport, and handle difficult situations with professionalism and empathy.

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Linda Geter

Salesperson | Bachelor's in Finance, CRM, Communication
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To develop a customer service training program for property management, conduct a thorough assessment of the specific needs and challenges. Identify key customer touchpoints and potential pain points. Tailor the training content to address these unique aspects, incorporating scenarios and examples relevant to property management situations. Collaborate with industry experts or experienced property managers to ensure the program reflects real-world scenarios. Incorporate interactive elements, role-playing exercises, and case studies to enhance engagement and practical application of skills. Regularly review and update the training program to stay aligned with evolving industry standards and customer expectations.

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3 Choose your methods

The next step is to choose the methods and tools that you will use to deliver your customer service training program. There are many options available, such as online courses, webinars, workshops, coaching, mentoring, role-playing, simulations, case studies, quizzes, and feedback sessions. You should consider the advantages and disadvantages of each method, as well as the availability, budget, and preferences of your property management team. You should also aim for a mix of methods that can cater to different learning styles and needs, and provide variety and interaction.

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4 Develop your content

After you have selected your methods, you can start developing your content for your customer service training program. Your content should be relevant, engaging, and practical for your property managers. You should focus on the topics and scenarios that are most common and important for your property management business, such as greeting tenants, answering inquiries, resolving issues, collecting rent, conducting inspections, handling emergencies, and dealing with complaints. You should also include tips, examples, best practices, and dos and don'ts for each topic.

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5 Implement your program

The final step is to implement your customer service training program and monitor its progress and results. You should plan ahead and schedule your training sessions in advance, communicate your expectations and objectives to your property managers, and provide them with the necessary materials and resources. You should also track their attendance, participation, and performance, and collect their feedback and suggestions. You should evaluate the effectiveness of your training program by measuring its impact on your customer service metrics, such as tenant satisfaction, retention, referrals, and reviews.

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6 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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What are the steps to developing a customer service training program for property management?

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3

4

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1 Assess your needs

2 Define your objectives

3 Choose your methods

4 Develop your content

5 Implement your program

6 Here’s what else to consider

Property Management

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What are the steps to developing a customer service training program for property management?

1

2

3

4

5

6

1 Assess your needs

2 Define your objectives

3 Choose your methods

4 Develop your content

5 Implement your program

6 Here’s what else to consider

Property Management

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