Customer Service
Improve Your Customer Service Skills Workshop
CUSTOMER SERVICE Goal: To meet residents' expectations after a mistake has
occurred.
Meet residents' expectations after a problem has occurred and you have a
better chance of keeping those residents longer. Blow it, and you'll lose
them! You'll enhance your credibility if you follow these steps in dealing with
resident requests:
- Make notes as you speak with the resident. This will ensure that you get
the facts correct as well as a clear idea of the request and expectations.
- If the resident asks for something that cannot be done, tell them
politely and immediately to explain the reason. Focus on what you can do, not
what can't be done.
- It's okay to defer to your boss. In fact, most irate customers expect
it.
- After you determine what steps will be taken, make sure that you and your
customer both understand what will be done and by whom.
- When you have finished work on the resident's request, and before
reporting back to him/her, review your notes one last time to make sure that
you have covered everything.
- Keep track of residents' requests and review them monthly. If you see a
pattern, fix the problem community-wide to avoid future service calls.
You'll know you've been successful when you:
- Receive fewer complaints from residents.
- Residents report a high level of satisfaction on surveys.
- Residents are less MEAN to you and you enjoy coming to work!
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