Power Panels - Strengthening Relationships (More Than Conflict Resolution}
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The job of a relations expert goes beyond personality clashes, disgruntled employees, and "I want to speak to your manager" moments. It takes skill, finesse and high-level emotional intelligence to navigate confrontations to bring about constructive and long-term solutions. This month's panelists specialize in de-escalating situations and building relationships with internal and external customers.
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Power Panels - Strengthening Relationships (More Than Conflict Resolution}
- 1. 1 Building Relationships: More than Conflict Resolution
- 3. 3 Building Relationships: More than Conflict Resolution August 2022
- 4. Leigha Middendorf Senior Resident Relations Manager Monarch Investment and Management Group Lia Nichole Smith SVP of Education & Performance ApartmentRatings/SatisFacts Tynisha Holmes Director of Customer Relations Preferred Apartment Communities
- 5. 60 minutes: session is being recorded Follow-Up email: slides and recording Q&A: questions box is always open! Exit survey: rate, comment and suggest Sign up for next month: September 15th $50 Starbucks gift card contest! Before we get started…things to note
- 7. TRUE or FALSE: Customers trust you more if they have problems and receive a speedy resolution, than if they were to have no problems at all. AUDIENCE POLL
- 8. TRUE or FALSE: Customers trust you more if they have problems and receive a speedy resolution, than if they were to have no problems at all. AUDIENCE POLL
- 12. Why is it important to have an effective complaints process? ❑ To identify unhappy customers ❑ To limit further damage to our reputation ❑ To prevent future complaints AUDIENCE POLL
- 13. Why is it important to have an effective complaints process? ❑ To identify unhappy customers ❑ To limit further damage to our reputation ❑ To prevent future complaints AUDIENCE POLL
- 14. Q&A Stay tuned!
- 16. Residents who selected NEIGHBORS as a reason they are not very likely to renew SatisFacts Pre-Renewal Survey
- 17. Does your company have a dedicated Relations Expert to handle escalated situations? AUDIENCE POLL
- 18. pressure cool
- 19. Key Takeaways
- 20. • Conflicts are relationship builders • Support for onsite teams • Defined escalation process • Education and support for onsite teams • Internal and external communication • Leave it to the experts!
- 21. Q&A
- 22. Leigha Middendorf Senior Resident Relations Manager Monarch Investment and Management Group Lia Nichole Smith SVP of Education & Performance ApartmentRatings/SatisFacts Tynisha Holmes Director of Customer Relations Preferred Apartment Communities