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Course Overview

This module will cover the key elements of customer service from the point of meet and greet and will also explain why showing empathy, trust and professionalism help customer service.

We also cover how to plan and structure your phone calls, to ensure you make the most of every call you make and receive. We know you often have to deal with tricky situations, so we have included how to deal with an angry client and how to deal with abusive calls, to give you confidence in these situations.

What You Will Learn..

• Understand the principles which impact on customer expectations in the property sector
• Understand how to create customer relationships
• Understand how to satisfy customer requirements and identify solutions to customer problems and complaints
• Describe techniques for dealing with customer problems or complaints
• Identify solutions to customer problems and complaints
• Describe the steps of how to be proactive to gain trust
• Understand the principles which impact on customer expectations in the property sector
• Understand how to create customer relationships
• Understand how to satisfy customer requirements