Welcome to US REVI RENTALS

A Passion for People & 7 Secret Steps to Resolve Customer Disputes

Customer Service

Learning Objectives

● Bust-up the big 7 customer service myths

● Define customer service and what it means

to the company

● Improve your understanding of responsibility

and authority

● & Provide The 7 Secret Steps to Resolve

Customer Disputes

4 Departments in any organization

Sales & Marketing

Production Administration

Accounting

Where is Customer Service

The ONLY Reason Business Exists

To make a profit

by gaining customers

and keeping them!

Dominate Your Space

● You are either winning in business or you're not!

● The customer service representative is the answer to a high paying career

● In customer service you develop niche management skills

● The more people you manage the more money you make

● You have to control your relationships by controlling yourself

● Customer service is a system within any organization that should increase

the revenue and decrease expenses.

● There is no such thing as customer service, this is a title that people

confuse with the responsibility or getting and keeping customers

Seven Customer Service Myths

MYTH # 1: The customer is always right

MYTH # 2: Most customers complain when they have a problem

MYTH # 3: Less complaints means we are providing better service

MYTH # 4: You have to solve the customers problem

MYTH # 5: You have no authority to make a decision

MYTH # 6: Sales, marketing, and accounting earn more

MYTH # 7: Customer service is DEALing with problems

Two Buckets

Taking it to the Next Level

660

1320

Mission Focused Position Customer service is NOT assisting the customer with their problems.

When you focus on the problems you attract more problems.

Customer service is a system that gives a corporation competitive advantages,

benefits, and opportunities to retain customers, increase referrals, and gain

critical feedback to improve the business’s bottom line.

YOU ARE NOT DEALING WITH PROBLEMS, YOU ARE TAKING THE

OPPORTUNITY TO IMPROVE THE COMPANY WITH EACH CUSTOMER

INTERACTION. ORGANIZATIONS THAT CRUSH IT HAVE THE BEST

CUSTOMER SERVICE SYSTEMS IN PLACE.

What is a Leadership Attitude

Attitude #1: I Got This

Attitude #2: I Deliver Top Results

Attitude #3: It’s Not Their Fault, It’s Mine

Attitude #4: I Need More Business Swagger

Attitude #5: I Have to Be Great!

Attitude #6: I’ll Take My Victories

Attitude #7: I Must Evolve

What Does Great Service Look Like?

How do you view this scenario

This is how I see it 1. RETENTION

2. REFERRALS

3. RENTS

4. REDUCED CALLS

5. RAISES

Areas of ResponsibilityTake a service request Book a calendar Take a payment

LEASINGMaintenance Collections

Order of Conversation

1. Collections

2. Renewal

3. Maintenance

4. Referrals

5. Review

6. Stickers

Responsibility Vs. Authority

Promise

Step 1 Adjust Your Mindset

Who is upset? How do you feel?

What

When

Where

Why

Emotional Transference Battle Emotional Transference Battle

Step 2 Listen Actively

Take

Good

Notes

Step 3 Repeat Their Concerns

Step 4 Display Empathy (Not Sympathy)

Step 5 Offer a Solution

Investigate

Step 6 Take Action and Follow Up, Follow

Through, and Finish The Task

Step 7 Reaching New Goals

What does success look like?

1. Continuing business (Renewals)

2. Few complaints (Less calls)

3. Referrals (Higher occupancy)

4. Questions

5. Feeling of importance

6. Willingness to provide feedback (Surveys)

7. Trust in your input

8. Trust in your follow-up

9. Trust that their needs will be met

10. Increases your bottom line

Presenting Solutions to Managers

Permission to do …… (Whats your solution?)

Possible outcomes…. (Am I Safe ?)

Passionate about…. (What’s your intentions?)