Phone Tips



Attached is one of the many flyers that we have distributed to all FCRM, Inc. communities for our monthly Training Tips. As the sole Trainer for our company, I will

typically follow-up on the training tip with a personal visit to the properties to reinforce the month's suggestion. This time around we triggered our efforts toward improving Call Source recordings and secret shopping report scores and held a Telephone Techniques Tropical Tour seminar! It went over with great success and we have already seen

dramatic improvements in scores and while reviewing the Call Source recordings.

Last quarter we combined our BI-annual Sales & Marketing Meeting (for all FCRM, Inc. employees) with our Customer Service Training Tip. I have also attached a sample of the flyer which was distributed in July of this year. The Sales Meeting theme was "Who Wants To Be A Hundredaire?" and several of the Marketing Department and myself visited each region and held the meeting as if we were on the set of television show "Who Wants To Be A Millionaire? We dressed like Regis and asked questions pertaining company policy, customer service and maintenance issues. In order not to leave any one out of the questioning, we were sure to a have a large variety of questions ranging from maintenance, to housekeeping, to leasing & marketing. It was a great success and we are looking forward to developing out next theme scheduled for the first of the year.

This type of training and motivation truly makes a great impact on all employees and especially their moral. At these seminars and Sales Meeting, we are sure to recognize team members who have gone above and beyond the call of duty and upholds Forest City's company motto, "Exceptional Service Is Our Standard." I agree with writer and motivational speaker Bob Nelson, "You get the best effort from others not by lighting a fire beneath them, but by building a fire within them." At Forest City we put forth the

Effort to help in whatever way that we can. As the saying goes, "You get what you

reward" - the greatest management principle in the world.

By setting goals and standing by our commitment to excellence and training, by empowering our employees, we are able to unleash an excitement and commitment for all to do their absolute best. In return, our team helps themselves advance and the same holds true for the organization of which we all are loyal. In summary, Hal Rosenbluth quotes, "The highest achievable level of service comes from the heart, so the company that reaches peoples hearts will provide the very best service."

Best wishes and happy returns,

Kelly A. O'Connell

Forest City Residential Management, Inc.

National Training Coordinator

50 Public Square, Ste. 1200

Cleveland, OH 44113

Phone 216-416-3134

e-mail Kelly_O'Connell@

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( What does the caller enjoy doing in their spare time & how could we match it to the

amenities and lifestyle that we offer?

( What are some of the specific features that the caller is looking for in their new home?

How can we benefit them?

( Why are they moving & what caught their interest in our advertisement?

CREATE VALUE:

( Don’t give out the price too quickly…avoid it only until you have had a chance to “Paint a

Picture” of the Prospective Resident living at your community!

( Don’t just give general information about any apartment…Narrow down the choices

to the “perfect fit” especially for them!

[pic]

Forest City Residential Management, Inc.

Corporate Training Coordinator

September 2000

Training Tip

ADAPT TO THE CUSTOMER:

( Always personally introduce yourself & be sure to get the caller’s name right from the start!

( Use their name throughout the conversation. Be natural, not phony!

BE CONVERSATIONAL:

( Don’t interrogate, instead get the Prospective Resident involved by asking open-ended questions!

Tune up on your telephone techniques by monitoring your Telephone Tracking worksheets and watch the improvements “groove” in!

It’s as easy as A, B, C!

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