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REIQ Journal : October 2008
Customer service and problem solving should be a team responsibility and adequate training should be given to everyone in your office... Stories about poor customer service can affect your business for years to come, particularly now that the Internet is being used as a forum to vent frustrations and document tales of inadequate or incompetent responses to real or significant problems. Granted, it would be unreasonable to expect anyone to satisfy the occasionally inappropriate demands of bad-tempered customers, but good customer service is, first and foremost, about conflict resolution and compromise, not about instigation and arguments. Ensure a prompt response You should always attempt to resolve any complaints or disputes with your buyers, sellers, lessor or tenants in a timely and efficient manner – fobbing the responsibility onto someone else or prolonging the time it takes to resolve the disagreement will only heighten the dissatisfaction the customer feels. Customer service and problem solving should be a team responsibility and adequate training should be given to everyone in your office – from reception right through to the principal – about how best to deal with complaints. Every attempt should be made to diffuse the problem immediately and avoid a situation where the customer feels the need to take their complaint further. Make communication count The obvious key to resolving complaints quickly is effective communication. It is your responsibility as a property professional to ensure that these complaints are acknowledged in the first instance and resolved quickly and efficiently. It is best practice to respond to all complaints in writing within seven days and include any reasons you might have for disagreeing with the claim. Clearly state your position and accept that mistakes can happen, but be prepared to stand your ground when you have factual or documentary evidence to support your case. Remember to be sympathetic and don’t be cynical. Never respond when provoked. It is much more gratifying to be the rational party in any dispute and effectively solve a problem while remaining composed, professional, and friendly. Inquire before its too late - e: firstname.lastname@example.org p: 3265 3546 www.gogecko.com.au REIQ Journal October 2008 FACT Your Industry is going through a revolutionary change FACT Go Gecko is Australia’s largest & fastest growing fair priced commission agency FACT Go Gecko guarantees you an exclusive territory. So once they’re gone they’re gone. Will you be part of the revolution or a victim of it?