INTRODUCING BAYUT ACADEMY: THE NEXT LEVEL OF CUSTOMER SERVICE
WHAT IS IT BAYUT ACADEMY?
Bayut Academy is a series of small workshops designed to help agents refresh or improve their communication and selling skills. The workshops range between 12- 20 attendees and provide a great networking opportunity in addition to continuing professional development opportunities.
WHEN DOES IT TAKE PLACE?
We offer courses every Wednesday and Thursday from 10:00 – 12:00 at our offices in Internet City. We also provide customised trainings for bayut.com’s clients and are happy to do an in-house training needs analysis for clients who are interested.
WHAT IS THE COURSE CONTENT?
The variety of our course content includes: Customer Service to Win the Real Estate Game, Communication Skills for New Agents and Administrators, Professional Selling Skills and Effective Phone Scripts, Customer Journey Maps to Meet Client Needs and How to Negotiate with Sellers.
WHY IS CUSTOMER SERVICE IMPORTANT?
We launched Bayut Academy January 18th and have had over 120 agents attend our sessions while receiving very positive feedback regarding the quality of the sessions and the desire to attend more workshops. We place a strong emphasis on customer service in all our workshops as the importance of customer service (in real estate, in particular) is undeniable and an integral part of communication, selling and negotiation skills.
HOW CAN WE LEARN ABOUT CUSTOMER SERVICE?
Let’s look at some of the content in our very popular Customer Service to Win the Real Estate Game for agents. Unfortunately, we know that service is often lacking in UAE real estate so we use Ron Kaufman’s 6 Levels of Customer Service as a methodology to stay ahead of the competition and ahead of the curve.
To start with, it’s imperative to figure your current service levels. It fits into one of the following categories and is often all over the place. Improving service and maintaining consistency is key to winning the game.
Criminal- This is really REALLY bad service. The type that ensures a potential customer will never use your services again and might decide to tweet and facebook about it.
Bad – This is disappointing service that ends in frustration. This client might not tweet and facebook about it but they will tell friends and colleagues to avoid the service.
Expected – This is just what it says. Expected, nothing special, forgettable. Clients won’t come back or refer you if there is a better option.
Desired – This is what your potential clients want and hope they get (although they are expecting “expected” service.) This is the beginning of repeat business and referrals.
Surprising – This is service with something special. It gives customers more than they expected and results in referrals and repeat business.
Unbelievable – This is that “WOW” service that we hear about but rarely receive. This is legendary service and clients will tell friends and family. This is the agency and agent that relies on and easily converts referrals.
Where are your service levels at the moment? If you feel this is the something you would like to work on, contact us at academy@bayut.com to sign up for a customer service training today!
