Real Estate Customer Experience

Customer Experience

Customer experience, also known as CX, is your customers' holistic perception of their experience with your business or brand. CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you.

Delivering a great customer experience is hugely important for any business. The better experience customers have, the more repeat custom and positive reviews you'll receive, while simultaneously reducing the friction of customer complaints and returns.  

The benefits of delivering a great CX include:

• increased customer loyalty
• increased customer satisfaction
• better word-of-mouth marketing, positive reviews, and recommendations

Day 1: Defusing Difficult and Demanding Customers / Complaints management 

• How to Respond to Complaints? 
• Why customers complain? 
• How to use strategies to directly handle a complaint 
• Deal with chronic complainer customers 
• How to use pre-emptive strategies to minimize customer complaints 
• Understand the difference between a difficult customer versus an upset customer 
• How to control loud and abrasive customers 
• Use effective approaches to dealing with explosive and intimidating customers 
• View your communication style from the eyes of the upset customer to minimize misperceptions or misunderstandings 
• How a customer's service perceptions affect their emotions 
• Develop the ability to have patience to stay calm and in control of your emotions 

Day2: Emotional Intelligent 

• How to defuse emotional manipulators 
• How to deal with the person who thinks they are “better” than you 
• How to defuse hostility and anger 
• How to respond to unreasonable demands 
• Control customer emotions with phrases that calm people down 
• Express empathy, not sympathy 
• Make customers feel they have received quality service even when you can't give them everything they want 
• Help customers who are “wrong” save face when their errors are found 
• Enlist customer support and fix things that go wrong 
• Practice the keys to exceeding customer expectations 
• Avoid taking it personally when a customer is venting their frustration 
• Implement stress busters that work 

Day3: The Ultimate Negotiator 

• How to read and negotiate with different personality 
• Types of negotiation 
• Common Negotiation Mistakes 
• Learn the Principles of Persuasion 
• Learn the negotiation process: preparation, tactics, action and agreement