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How can you provide better customer service to tenants with children using active listening?

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As a property manager, you know that customer service is key to retaining and attracting tenants. But how do you deal with tenants who have children, who may have different needs and expectations than other renters? One way to improve your customer service skills is to use active listening, a technique that involves paying attention, showing interest, and responding appropriately to what your tenants say. In this article, we'll show you how you can use active listening to provide better customer service to tenants with children.

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Sandeep Pandey

Social Worker | Project Manager | Specialist in Community Engagement & Development | Trainer & Capacity Building…

1 What is active listening?

Active listening is more than just hearing what someone says. It's a way of communicating that shows respect, empathy, and understanding. Active listening involves four main steps: listening, paraphrasing, clarifying, and reflecting. Listening means paying attention to the speaker's words, tone, and body language. Paraphrasing means summarizing what the speaker said in your own words to check your comprehension. Clarifying means asking open-ended questions to get more information or clear up any confusion. Reflecting means expressing your feelings or opinions about what the speaker said, without judging or criticizing.

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Sandeep Pandey

Social Worker | Project Manager | Specialist in Community Engagement & Development | Trainer & Capacity Building Specialist | Stakeholder Engagement Expert
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It is belief that every individual or unit has capacity to solve problem provided they are properly facilitated. Active listening is a major facilitation tool. It is listening to facilitate problem solving . The problem of renter is looming insecurity and when they are with children their concern further increases. Asking them open ended question will help the renter understand the situation and understand any posing problem from others perspective. Sometimes insecurity in renter is so much that they mix childcare issues with rent issues. Active listening may help them to probe issue and reach to better solution to their problem.

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Nathalie NOUGARET

Responsable Agence chez MARIANNE IMMOBILIER | Spécialiste Immobilier En Gestion Locative.
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D'après mon expérience, améliorer le service à la clientèle pour les locataires ayant des enfants peut être considérablement renforcé par une pratique efficace de l'écoute active. En adoptant une approche empathique, les agents immobiliers peuvent démontrer une compréhension approfondie des besoins spécifiques liés à la vie en famille. En accordant une attention particulière aux préoccupations des parents, en anticipant les défis potentiels liés à la vie avec des enfants, et en offrant des solutions personnalisées, on peut créer une expérience locative positive et renforcer la satisfaction des locataires. L'écoute active devient ainsi une clé essentielle pour instaurer une relation de confiance et fournir un service client exceptionnel.

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2 Why is active listening important for tenants with children?

Tenants with children may have specific concerns or requests that relate to their family situation, such as safety, noise, space, or amenities. They may also have more emotional stress or frustration due to balancing work, parenting, and household responsibilities. By using active listening, you can show them that you care about their needs and feelings, and that you are willing to work with them to find solutions. Active listening can also help you build trust and rapport with your tenants, which can lead to higher satisfaction and loyalty.

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Mary Kay Flannigan

New Year - New Beginings - New Possibilities
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Listen to the child. The truth relayed from the unadulterated child can open realms of thought that cannot be seen thru the eyes of an adult. The innocence of a child can bring new meaning when the aged adult mind is cluttered by time.

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3 How can you practice active listening with tenants with children?

When communicating with tenants with children, it's important to be attentive and focused. Make eye contact, nod, and smile to show that you are listening. Additionally, be empathetic and respectful. Understand the tenant's perspective and situation, and acknowledge their feelings. Respond in a helpful manner by paraphrasing what they said to confirm your understanding. Ask clarifying questions if needed, and express sympathy or support. Offer possible solutions or alternatives, and follow up on your promises and actions. This will ensure that the tenant feels heard and respected while also helping to resolve the issue quickly.

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4 How can you handle challenging situations with tenants with children?

Sometimes, you may encounter tenants with children who are angry, rude, or unreasonable. In these situations, active listening can help you defuse the tension and resolve the conflict. To handle challenging situations with tenants with children, stay calm and professional. Avoid taking their behavior personally or reacting emotionally. Acknowledge and apologize for any inconvenience or mistake, and focus on the facts and the solution. Ask them to explain the problem and the cause, then paraphrase and clarify the facts and expectations. Offer realistic and reasonable solutions or options, explaining the benefits and consequences. Finally, ask them to agree or choose a solution, confirming the next steps and timeline.

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5 How can you measure and improve your active listening skills?

Active listening is a skill that you can learn and improve with practice and feedback. To measure and enhance your active listening abilities, try self-assessing after each interaction, asking for feedback from tenants, colleagues, or supervisors, and setting goals to improve. You can also use online resources, books, courses, or workshops to learn more about active listening techniques and best practices. Practicing with friends, family, or coworkers can also help you hone your skills. Utilizing active listening can help you provide better customer service to tenants with children by showing them that their needs and feelings are heard and respected. It can also foster trust and rapport between you and your tenants. Give it a try in your next tenant interaction and see the difference it makes!

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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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Shaik imran

City Head - RentMyStay
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Active listening is crucial when dealing with tenants, especially those with children. Start by giving undivided attention, maintaining eye contact, and being present in the conversation. Understand their concerns, empathize with their situations, and paraphrase to show understanding. Acknowledge their needs and preferences, and be patient and supportive throughout the interaction. Using active listening ensures tenants feel heard and valued, leading to better customer service.

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How can you provide better customer service to tenants with children using active listening?

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1 What is active listening?

2 Why is active listening important for tenants with children?

3 How can you practice active listening with tenants with children?

4 How can you handle challenging situations with tenants with children?

5 How can you measure and improve your active listening skills?

6 Here’s what else to consider

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How can you provide better customer service to tenants with children using active listening?

1

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6

1 What is active listening?

2 Why is active listening important for tenants with children?

3 How can you practice active listening with tenants with children?

4 How can you handle challenging situations with tenants with children?

5 How can you measure and improve your active listening skills?

6 Here’s what else to consider

Property Management

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