CPPDSM4048: Implement Customer Service Strategies in the Property Industry - Management Assignment Help

Assignment Task:

Task:

Introduction

Working in the strata sector means working in a people- oriented profession. Success as a strata agent relies on building and maintaining good relationships with customers and clients. The benefits of supplying superior customer service in a strata agency business can include:

1. Repeat or referral business- good quality customer service leads to increased customer retention rates and more referral business.

2. Competitive edge: Good quality customer service, if delivered on a consistent basis, can be a strong competitive advantage. For example, if fees are fairly comparable, then customers will prefer to deal with the business that provides the best service.

3. Reduced marketing costs: More repeat business and referrals means less marketing costs.

4. Creating ‘ambassadors’: satisfied customers will tend to act as ambassadors to further promote your business via positive word of mouth. This Learner Guide looks at how an agency might provide advice to customers, evaluate customer service by obtaining and analysing client feedback and designing strategies for future improvement to customer service strategies. CPPDSM4048 Implement customer service strategies in the property industry © Real Estate Training Solutions P/L V2._0420 10 Implementing customer service strategies in the property industry Working in the strata sector means that you will be involved with many different types of customers. Some of them may be customers because they have engaged your services and have a legal client/agent relationship with you. Others might be a ‘customer’ in the broader sense, in terms of being people that you need to communicate with or provide service to on a regular basis.

These people might include:

• Corporate customers or large companies that have many property dealings

• Developers

• Individual property owners who may only own the one strata property

• Tenants who occupy strata properties

• Neighbours of surrounding properties

• Local council employees

• Members of the public and other stakeholders

• Regular on- going customers as well as new customers

• People who work in other agencies that you may deal with, either other strata agencies, or real estate agents selling or managing strata properties

Your customers may be internal or external. An external customer is someone who uses your agency’s services but is not employed in your organisation. For example, in a strata agency, an external customer would be an individual proprietor who owns a property in one of your managed strata plans. However, your work role will also require you to provide services to your internal customers. Internal customers include people employed by your agency that need assistance, information or work produced by you in order to fulfil their own role and responsibilities. An internal customer includes any member of your agency but also others outside the agency on whom your agency relies for assistance in order to offer its services, such as a contractor that carries out repairs and maintenance on your strata plans/managed properties.

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