Customer service. It’s a phrase we all hear and are subject to almost every day. What does it mean? We know what the words mean, but all too often those words trigger a rolling of eyes and a deep sigh. Why? We believe that all too often customer service is anything but.

How many times have all of us felt the frustration of an encounter, either face to face or online or (here’s the favourite) on an automated telephone system? Poor staff training and moral, lack of care and attention to written replies or using the great tool that is technology as an excuse for not going the extra mile is now so commonplace that our response is mostly “that’s just the way it is”. No! We at Concordia Residential firmly believe that it is not just the way it is.

In our industry we are dealing with people’s investments, homes and everyday lives. The services required are relatively straightforward in an ideal world, but life is rarely straightforward, and people deserve more than the bare minimum of our care, attention and efficiency. A well-mannered, willing to help attitude to dealing with all aspects of property management (and, indeed any other industry) will always beat an attitude that suggests the client is an inconvenience!

Soft Skills

Soft skills are not to be confused with being “soft” in business or when dealing with difficult and challenging situations. These essential skills are often underestimated and even derided by some. We believe they are essential to relationship and trust building. To acquire a set of critical soft skills takes time. The ability to think surgically and calmly and then to add empathy and understanding to any human interaction is where they start. The Concordia Residential “do as you would be done by” mantra embodies this. When combined with efficient, intelligent and moral work practices the results are refreshing and effective. To find out more about how we can give you the best customer service, get in touch with us.