1. Welcome to US REVI RENTALS
A Passion for People & 7 Secret Steps to Resolve Customer Disputes
Customer Service

2. Learning Objectives
● Bust-up the big 7 customer service myths
● Define customer service and what it means
to the company
● Improve your understanding of responsibility
and authority
● & Provide The 7 Secret Steps to Resolve
Customer Disputes

3. 4 Departments in any organization
Sales & Marketing
ProductionAdministration
Accounting
Where is Customer Service

4. The ONLY Reason Business Exists
To make a profit
by gaining customers
and keeping them!

5. Dominate Your Space
● You are either winning in business or you're not!
● The customer service representative is the answer to a high paying career
● In customer service you develop niche management skills
● The more people you manage the more money you make
● You have to control your relationships by controlling yourself
● Customer service is a system within any organization that should increase
the revenue and decrease expenses.
● There is no such thing as customer service, this is a title that people
confuse with the responsibility or getting and keeping customers

6. Seven Customer Service Myths
MYTH # 1: The customer is always right
MYTH # 2: Most customers complain when they have a problem
MYTH # 3: Less complaints means we are providing better service
MYTH # 4: You have to solve the customers problem
MYTH # 5: You have no authority to make a decision
MYTH # 6: Sales, marketing, and accounting earn more
MYTH # 7: Customer service is DEALing with problems

7. Two Buckets

8. Taking it to the Next Level
660
1320

9. Mission Focused Position
Customer service is NOT assisting the customer with their problems.
When you focus on the problems you attract more problems.
Customer service is a system that gives a corporation competitive advantages,
benefits, and opportunities to retain customers, increase referrals, and gain
critical feedback to improve the business’s bottom line.
YOU ARE NOT DEALING WITH PROBLEMS, YOU ARE TAKING THE
OPPORTUNITY TO IMPROVE THE COMPANY WITH EACH CUSTOMER
INTERACTION. ORGANIZATIONS THAT CRUSH IT HAVE THE BEST
CUSTOMER SERVICE SYSTEMS IN PLACE.

10. What is a Leadership Attitude
Attitude #1: I Got This
Attitude #2: I Deliver Top Results
Attitude #3: It’s Not Their Fault, It’s Mine
Attitude #4: I Need More Business Swagger
Attitude #5: I Have to Be Great!
Attitude #6: I’ll Take My Victories
Attitude #7: I Must Evolve

11. What Does Great Service Look Like?

12. How do you view this scenario

13. This is how I see it 1. RETENTION
2. REFERRALS
3. RENTS
4. REDUCED CALLS
5. RAISES

14. Areas of Responsibility
Take a service request Book a calendar Take a payment
LEASINGMaintenance Collections

15. Order of Conversation
1. Collections
2. Renewal
3. Maintenance
4. Referrals
5. Review
6. Stickers

16. Responsibility Vs. Authority
Promise

17. Step 1 Adjust Your Mindset
Who is upset? How do you feel?
What
When
Where
Why
Emotional Transference Battle Emotional Transference Battle

18. Step 2 Listen Actively
Take
Good
Notes

19. Step 3 Repeat Their Concerns

20. Step 4 Display Empathy (Not Sympathy)

21. Step 5 Offer a Solution
Investigate

22. Step 6 Take Action and Follow Up, Follow
Through, and Finish The Task

23. Step 7 Reaching New Goals
What does success look like?
1. Continuing business (Renewals)
2. Few complaints (Less calls)
3. Referrals (Higher occupancy)
4. Questions
5. Feeling of importance
6. Willingness to provide feedback (Surveys)
7. Trust in your input
8. Trust in your follow-up
9. Trust that their needs will be met
10. Increases your bottom line

24. Presenting Solutions to Managers
Permission to do …… (Whats your solution?)
Possible outcomes…. (Am I Safe ?)
Passionate about…. (What’s your intentions?)