communication skills
pdf
keyboard_arrow_up
School
TAFE NSW - Sydney Institute *
*We aren’t endorsed by this school
Course
CPP41419
Subject
Communications
Date
Apr 3, 2024
Type
Pages
2
Uploaded by kaur1sydney
Document title: Grp_RealEstatePractice_AE_Kn1of3Part3TDC Page 7 of 9 Resource ID: PRJ0011587_Grp_RealEstatePractice_AE_Kn1of3Part3TDC Part: Managing customer complaints (applies to units CPPREP4001, CPPREP4002, CPPREP4003, CPPREP4004) 1.
Research communication strategies for addressing client complaints and outline two different communication strategies that can be used when responding or handling client complaints. Discuss how these strategies will assist in this type of customer engagement.
Document title: Grp_RealEstatePractice_AE_Kn1of3Part3TDC Page 8 of 9 Resource ID: PRJ0011587_Grp_RealEstatePractice_AE_Kn1of3Part3TDC Handling Customer complaint can help the business grow more. Effective communication skills and strategies are really important while dealing with the customer especially when they have a compliant. If a client complaints about any issue the very first thing I will observe is his/her initiall body language and then approach the client. Eye contact, facial expressions and gestures are the way of non-verbal communication which can convey message to client. We can talk to clients using polite & suitable language that could be face to face, over the phone or email or online meetings. Now, the two different communication strategies that can be used whrn responding or dealing client complaints are as following: 1.
Active listening
: If the client comes to us with a problem, it means that he/she want to be heard and taking their valuable time to reach out to us. We need to listen and ensure that we are understanding their problems, it can be done if an real estate worker stay clam and don’t interrupt th client nd should be in control while client is communicating. Using non-
verble gestures like making eye contact, nodding, smiling or stay calm is a good sign of active listening, where as using friendly tone, asking open questions are some verble methods which ensures that one is genuinely listening to the matter. In real estate operation Active Listening is a primary communication strategy, agent should have ability to recognise the level of distress cause the client. Paying attention on what clients concerns are agents needs to acknowledge and ensure to resolve the issue. 2.
Acknowledge the problem, apologize and Follow up
: Effective handling of the complaint at the early stage should avoid complication later and refer the client to the right person to resolve their problem. Apolozise is another tool used to diffuse an upset customer. Not all problem resolves with direct answer, give the client understandable response by certain time, and update the client if it takes extra time to resolve the problem. Explain the actions and timeframe would be taken as a result of clients complaints. Once the decision made and conveyed to client, clear the misunderstandings at that point. Followup is another communication strategy to be used to get the feedback from the client whether they are satisfied with decision made to resolve the problem.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help