Customer Service - Understanding Your Resident's Experience

Customer Service & Empathy - Understanding Your Resident's Experience

Empathy offers numerous benefits for the multifamily housing industry. It helps you understand your residents' experiences and challenges — so that you can better address their needs and requests and, in turn, provide exceptional service. By practicing empathy, you can improve communication, build strong relationships, and create lasting trust with your residents.

This engaging course will provide a practical toolkit to help you empathize with your residents effectively.

Explore various forms of empathy and their effectiveness in interactions with residents

• Connect through emotions
• Imagine yourself in their shoes
• Listen to understand

Learn how to fully and accurately empathize with your residents in two simple steps

• Discover individual differences — your residents’ unique strengths, challenges, needs, and preferences
• Develop reflective listening skills