Field Guide to
Customer Service
By Karen Janisch, Information Specialist
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Customer Service
Enhancing Customer Service, (REALTOR® Magazine Online Toolkit ). 
Inside the Mind of Generation Y, (REALTOR® Magazine Online, Oct. 1, 2007).
Making the Grade: Consumers Rate their Agents, (Realty Times, Sep. 11, 2006).
The Keys to Building Lasting Business Relationships, (TexasRealtors.com, Jul. 2006).
How To Handle Complaints In Your Real Estate Business, (Realty Times, Aug. 30, 2005).
Restoring Success, (Sales and Marketing Management, Aug. 2005). 
How Do You Handle Customer Service?, (Realty Times, Aug. 17, 2005).
Tips for Enhancing Customer Service, (REALTOR® Magazine Online, Mar. 2005).
Service Excellence: Eye of the Beholder, (REALTOR® Magazine Online, Mar. 2005).
FOR BROKERS: Relationship Management, (REALTOR® Magazine Online, Mar. 2005).
Service, Please, (REALTOR® Magazine Online, Mar. 2005).
Coldwell Banker Study Finds Customer Service Is Key To Repeat Business, (Realty Times, Dec. 14, 2004).
"Wowing" Today's Clients, (The American Salesman, Dec. 2004).
Customer Service: Back to Basics Is Better, (Public Management, Dec. 2004).
Customer Service Leaves Many Consumers in a 'Rage', (Wall Street Journal, Nov. 4, 2004).
Make Them Customers for Life, (REALTOR® Magazine Online, July 2004). |
The culture of service needed for successful branding consists of several components:
 The service promise
Internal customer service
Standardization and quality
Differentiating your brand
To implement, a manager should...
Research and survey clients' service needs
Prioritize services to be implemented
Interview outsource service providers
Develop contract agreement between property management and the tenant
Source: The Red Carpet Treatment, (Journal of Property Management, Jan./Feb. 2000).
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Telephone Etiquette
Don't drop manners when you pick up cell phone, (Washington Business Journal, Sep. 7, 2007).
The Profitable Way to Say No, (REALTOR® Magazine Online, May 2005).
Cell Phone Misuse in the Workplace, (HR Business Reports, Jan. 20, 2005).
Don't Be So Rude, Businesses Telling Cell Phone Users, (Post-Gazette.com, Jan. 13, 2005).
Courtesy Counts, (The American Salesman, Jul. 2004).
Why Salespeople Resist Scripts, (Realty Times, Aug. 27, 2002). |
Customer Service and Generational Differences
Working With Buyers: Who Are Today's Buyers?, (REALTOR® Magazine Online Toolkit).
Understanding Senior Buyers, Sellers Better, (Realty Times, Jan. 30, 2004).
X Marks the Spot, (REALTOR® Magazine Online, Jan. 2003).
Salespeople Must Step Over the Generation Gap, (REALTOR® Magazine Online, Nov. 2002).
Why Do Some Buyers Distrust Agents?, (Realty Times, Oct. 30, 2002). |
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Books, eBooks & Other Resources
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Books, Videos, Research Reports & More
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The resources below are available for loan through Information Central. Up to three books, tapes, CDs and/or DVDs can be borrowed for 30 days from the Library for a nominal fee of $10. Call Information Central at 800.874.6500 for assistance.
The consultative real estate agent: building relationships that create loyal clients, get more referrals, and increase your sales, (New York, NY: American Management Association, 2006). HF 5438 Sp2c
Unleashing excellence, (Sanford, FL : DC Press, 2003). HF 5438 Sn6
Magnetic service: secrets for creating passionately devoted customers, (San Francisco, CA : Berett-Koehler, 2003). HF 5438 B41
Lessons in service from Charlie Trotter, (Toronto, Canada : Ten Speed Press, 2001). HF 5415.5 L42
Brand manners, (West Sussex, England : John Wiley & Sons, LTD, 2001). HF 6161 B73
How to give exceptional customer service, (Shawnee Mission, KS : Career Track, 1999). VT045
Beyond customer satisfaction to customer loyalty: the key to greater profitability, (New York, NY : 1996). HF 5500 Am 3L
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The material on this page is presented by
NAR's Information Central.
Updated Oct. 2007
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