Improving Your Customer Service Training

Your customer service team is the strongest link you have between your community management and your residents. It’s your customer service team that will speak with your brand voice and serve as the voice of your community as a whole. Building a strong foundation for your customer service is something that will benefit your community brand with every single interaction for years to come.

Why Is Customer Service So Important?

Residents prioritize feeling respected and valued more than anything. When they don’t, they will have no problem seeking a community elsewhere where they do. A failure to retain residents is a big hit to your reputation, limiting any prospects who might allow you a second chance to make things right. For this reason, your customer service not only serves you now, but it also serves you going forward as well.

What To Prioritize

When it comes to your customer service training, there are a few points that all community management teams should prioritize over others. First and foremost, your team should be trained in effective communication. This means knowing exactly how to communicate whether it’s a friendly interaction, a complaint, a conflict, or a request.

During your customer service training, have your team handle mock situations that involve these different skills. Your team should be able to address conflict with empathy, address concerns or requests promptly, and have friendly resident interactions in your brand voice.

Follow-up should be another priority for your customer service team. It’s a simple thing that makes your residents feel valued and ensures they’re kept in the loop after any interactions. When carrying out this type of training, set follow-up timeframes for your customer service team that they can follow to ensure consistent results.

Customer service is one of your most powerful teams in community management – whether that power is used positively or negatively. At OccupancySolutions.com we can help your team to empower and strengthen your customer service professionals. To learn more about how you can build the kind of customer service team that best represents your community management brand, contact us today.