Customer Service Strategy in Housing

I'd like to talk about the customer service strategy that we can use for housing. First of all, every somebody leaves, every time you have a churn, the cost is very expensive. I happen to own a lot of rental properties. Let me tell you, it's about $1,200 every time somebody leaves. If I can create this better customer service experience, that means I got to have speed. When somebody has a problem, I got to be able to take care of it now. I got to treat them like a king, like a queen. I got to treat everybody special. I have to use the customer's name, make them feel special on a very consistent basis.

Customer Service Recovery Step 2

The second skill that we have to master for service recovery is to take responsibility. That means that you got to tell the truth. So all you got to do is say, "Sir, we screwed up." "Mr. Tschohl, it's our fault." Instead of saying, "You know, it's the kitchen. These guys messed it up." "It's the county. Half these guys in the county don't have their act together." "Sir I don't believe you. You're probably lying."

Giving Customers Something They Never Saw Coming

The perfect example is Northeast Delta Dental. They did their homework. They communicate with their customers, their employees, and their community and have been doing so for the past 20 years! 

Customer Service Recovery Step 1

I want to talk about service recovery, and the four steps that we can use to keep a customer from defecting. To take an irate customer, somebody's that's ready to kill you, somebody's that's telling you they're never going to come back... How do you flip that so that in 60 seconds the customer believes they're dealing with the greatest company and the greatest individual in the entire world?

Customer Service Strategy for Telecom

I think the way to grow your business, to compete more effectively, and that's to provide an incredibly customer experience, so that your customers fall in love with your Telecom company. That means every single person, every single transaction has to be awesome. We have to educate and train our staff on the skills and the art of customer service.

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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?

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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?