To build great customer service you need to have a great response for those challenging moments. Episode 37 discusses the importance of these responses and gives you some tips to improve your response that you give the customer.

Let’s face it, we are going to get those phone calls where we have an upset customer on the other end. Instead of avoiding the call you need to have a great response that makes the customer feel like you understand what is going on. One way to do this is to put yourself in the shoes of the customer.

Three key components will help you give a great response. Those three things are empathy, apologize and respond. If you can get these three things correct you are on your way to a happier resident. Inevitably things are going to go wrong at some point. The idea is to handle these situations professionally and promptly.

So, are you ready to tackle some challenging conversations? If not, listen to this episode and learn the bad response and then the better response. Remember, you cannot control every situation, but you can control how things are handled. Be professional, be nice and respond professionally.

Know you’re ready to make it a great day!

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